Support Team Leader - Trading Operations

About VEXPRO

VEXPRO is a trading firm headquartered in Dubai, UAE, with an additional office in Medellín, Colombia. They serve a diverse clientele including Introducing Brokers from the MENA region, Europe, and the Americas.

Role Overview

The Support Team Leader will be responsible for leading the trading support operations during the afternoon and evening shift in Dubai, including Saturdays. This critical role involves managing team workload, handling escalations, overseeing ticket distribution, and ensuring compliance with service level agreements.

Key Responsibilities

• Manage support operations for your designated shift including Saturdays.
• Assign and monitor tickets to your team to balance workloads effectively.
• Address and resolve first-line escalations, determining when to escalate matters to Risk Management or Compliance.
• Review trading-related issues such as drawdown incidents, adherence to risk rules, suspicious activities, and payout requests.
• Audit team responses and ensure SLA adherence throughout your shift.
• Provide coaching and support to your team, while also managing VIP client cases and critical situations.
• Coordinate shift handoffs smoothly with the team leader based in Colombia.

Candidate Profile

• Minimum of 2 years customer support experience within a broker, proprietary trading firm, or trading platform, ideally with leadership or coordination responsibilities.
• In-depth knowledge of trading concepts including drawdown limits, risk policies, arbitrage, multi-accounting issues, and payout conditions.
• Proficient with support ticketing systems, live chat tools, and SLA reporting procedures.
• Native proficiency in Spanish and at least a B2 level in English.
• Availability to work afternoon and evening shifts, Monday through Saturday, Dubai local time.
• Preferably holding current UAE residency with a personal or transferable visa.

Compensation and Benefits

The position offers a monthly salary of 5,000 AED plus commission incentives. Visa sponsorship may be provided if required.