Supervisor, Customer Success Team

Leads a Cyprus-based customer experience team supporting regulated financial-services customers across phone, chat, and email. The role owns quality assurance, MiFID and CySEC compliance, coaching, escalations, and performance reporting.

About the job

Responsibilities

Lead a team of CX agents and QA analysts supporting CBFSE customers across phone, chat, and email, driving performance and regulatory compliance across all channels.
Own the CX quality assurance framework for Cyprus, including scorecards, sampling methodology, and calibration sessions, and drive continuous improvement in quality and compliance metrics.
Review recorded customer communications to verify adherence to MiFID and CySEC conduct-of-business standards, including risk warnings, disclosure requirements, and prohibition of unauthorized investment advice.
Partner with Compliance, Legal, AML, Operations, and Training to translate regulatory requirements into actionable CX processes, scripts, and knowledge base content, and coach agents on QA outcomes.
Manage customer and regulatory-sensitive escalations through root-cause analysis and remediation, and report CX quality and compliance KPIs to senior stakeholders with trend analysis and improvement recommendations.

Requirements

3+ years of experience in customer support or customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment, including 1–2+ years in a team lead, supervisor, or QA role with direct coaching responsibilities.
Working knowledge of MiFID II and CySEC conduct-of-business requirements for client communications, including clear, fair, and not misleading standards, disclosures, and complaints handling.
Hold or be willing to obtain relevant CySEC certification, such as Basic or Advanced Examination, and MiFID/AML training within a defined timeframe.
Ability to analyze QA data, identify compliance trends, and translate findings into structured coaching and process improvements.
Based in Cyprus with availability to support shift patterns aligned to CBFSE operating hours and regulatory needs.
Responsible use of generative AI, maintaining human oversight to deliver business-ready outputs and improve workflow efficiency, cost, and quality.

Compensation and Benefits

Annual base salary: €34,295–€36,100 EUR.
Total compensation may include equity and bonus eligibility.
Benefits include medical, dental, and vision coverage.

Skills

Customer Support, Quality Assurance, Mifid Ii, Cysec, AML, Compliance Monitoring, Customer Communications, Qa Data Analysis, Root Cause Analysis, Generative AI