Client Operations Officer - CIS Market

Join FxPro: a leading international fintech company. Be a part of our expanding international team, with offices in Limassol, London, Nassau, Dubai, and Yerevan. FxPro boasts a diverse workforce of over 600 employees representing 50 nationalities, making it an exciting and dynamic workplace. At FxPro, we see each team member as an integral part of our success story.

As a Client Operations Officer, you will play a key role in supporting CIS clients in their native language, resolving their issues, and coordinating with internal departments to keep operations running smoothly. The role combines client support, payment and document handling, and administrative tasks.

Responsibilities

• Provide client support via live chat, email, messengers, and phone
• Handle deposit and withdrawal requests and investigate payment delays
• Assist clients with account-related questions and trading platforms, including MT4, MT5, and cTrader
• Review and verify client documents in line with internal procedures
• Resolve complex client cases, complaints, and disputed situations
• Coordinate with Payments, Compliance, Dealing, and other internal departments
• Inform clients about promotions, campaigns, and company updates
• Manage and distribute incoming requests to the relevant teams
• Maintain accurate client records and update information in internal systems
• Work with helpdesk and CRM systems to track, manage, and follow up on client requests

Requirements

• Native or fluent Russian/Ukrainian
• Advanced English level
• Previous experience in customer support, client service, or back-office operations
• Good understanding of how a forex broker operates, including client registration, account verification, trading, deposits, and withdrawals
• Knowledge of trading platforms such as MetaTrader 4 (MT4), MetaTrader 5 (MT5), and cTrader
• Understanding of payment methods commonly used across CIS markets, including cryptocurrency, P2P transfers, local bank cards, bank transfers, and local payment systems
• Experience working with helpdesk and CRM systems, such as SugarCRM, Salesforce, or similar platforms
• Strong communication skills and the ability to handle difficult clients professionally
• Attention to detail, responsibility, and a problem-solving mindset
• Ability to work on-site in Limassol and adapt to a shift schedule if required
• Valid right to work in Cyprus

Nice to have

• Previous experience working for a forex broker or another financial services company, which is a significant advantage
• Practical experience with payment processing, P2P transactions, cryptocurrency deposits and withdrawals, and troubleshooting payment issues in CIS markets
• Experience with ticketing and customer support platforms such as Freshdesk, Zendesk, or similar systems
• Experience with KYC verification and client account administration
• Sales, retention, or client relationship management experience

Interview steps

• Recruiter screen (~30 minutes)
• Technical Interview (~45 minutes)
• Test task
• Final Interview with manager (~40 minutes)

Our benefits

• Excellent compensation package
• Medical insurance
• Provident fund
• In-house gym with a personal trainer
• Free daily lunch catering, snacks, and beverages
• Company discount card for various products & services
• 21 days of annual leave and 10 days of sick leave annually
• FxPro private shuttle bus service from Limassol
• Birthday gift
• Relocation bonus and visa/work permit support
• Educational reimbursements & team building allowances
• Monthly corporate events and activities