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Customer Support Team Lead
FinTop Consulting
Dubai, UAE
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Technical customer supportTeam leadershipFX/CFD trading environmentsTrading technologyMT4/MT5Liquidity bridges and aggregation platforms
Free
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Technical customer supportTeam leadershipFX/CFD trading environments
Role Overview
FinTop Consulting is seeking a hands-on Customer Support Team Lead for a technical support team serving online trading and fintech clients.
The role combines complex technical troubleshooting, team leadership, incident management, and process improvement.
Key Skills for This Role
Technical customer supportTeam leadershipFX/CFD trading environmentsTrading technologyMT4/MT5Liquidity bridges and aggregation platforms
Full Job Posting
Working hours and coverage
- Core working hours are 10:00 to 19:00 UAE time.
- The role supports a 24/7 shift rotation and a team of more than 20 support engineers across multiple regions.
Role overview
FinTop Consulting is seeking a hands-on Customer Support Team Lead for a technical support team serving online trading and fintech clients.
The role combines complex technical troubleshooting, team leadership, incident management, and process improvement.
Key responsibilities
- Lead and develop a 24/7 technical support team.
- Manage escalations and resolve complex client issues.
- Troubleshoot connectivity, configuration, trading, and platform-related issues.
- Review logs and investigate incidents to identify root causes.
- Coordinate with Development, DevOps, Product, and other teams to resolve issues.
- Maintain SLAs, escalation procedures, and support documentation.
- Identify recurring issues and improve processes to reduce ticket volumes.
- Monitor team performance and report key support metrics to management.
Required qualifications
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