Customer Services Team Lead

About Us

As a fast-growing global trading platform and fintech group since 2019, BtcDana is committed to brilliance, transparency, and credibility, making trading smarter and more accessible. BtcDana provides a secure and seamless trading environment for users worldwide.

With a comprehensive range of instruments across Forex, cryptocurrencies, shares, indices, metals, futures, and commodities, BtcDana delivers a low-cost, technology-driven trading experience. The platform is trusted by more than 1,500,000 users across 150+ countries, including Europe, Asia, the Middle East, Africa, and Latin America, and its app has more than 10,000,000 downloads.

BtcDana strives to build an outstanding, transparent, and trustworthy platform. Guided by a customer-first philosophy, the company has established efficient response mechanisms and a strong global customer service team, rapidly earning the confidence of investors worldwide.

We are looking for a customer-oriented and results-driven Customer Service Team Lead to oversee client support operations, enhance customer experience, and lead a high-performing customer service team in a fast-paced financial environment.

Key Responsibilities

• Build and maintain strong relationships with new and existing clients

• Provide suitable product solutions and ensure customer satisfaction

• Serve as the main point of contact for assigned clients and handle day-to-day client communications

• Manage multiple client cases and coordinate effectively with internal and external stakeholders

• Identify potential issues through customer feedback and collaborate with relevant departments for resolution

• Propose improvement strategies to optimize customer experience and operational efficiency

• Monitor team performance and ensure customer service KPIs are achieved

• Lead, guide, and motivate team members to maintain high service standards

Requirements

• Fluent in both English and Hindi (spoken and written)

• Bachelor's Degree or equivalent working experience

• Minimum 5 years of experience in customer service, client management, retention, or related roles

• At least 2 years of leadership or team management experience

• Familiar with Customer Service KPIs and performance metrics

• Knowledge of Forex, Stocks, or Crypto trading industry is preferred

• Strong communication, negotiation, and problem-solving skills

• Strong analytical and reporting abilities with attention to detail

• Able to thrive in a fast-paced and performance-driven environment

What We Offer

• Competitive salary package with attractive incentives

• Career growth and leadership development opportunities

• Supportive and dynamic working environment

• Professional training and skill development opportunities