Head of Support (Brokerage)

Naviga Talent is a recruiting agency that connects leading enterprises with top-tier professionals.

Our client, one of the fastest-growing global brokerage companies, operating in over 50 countries is seeking a Head of User Support to oversee support operations, ensure exceptional customer experiences, and drive high team performance.

The ideal candidate should be proficient in Spanish, have 3+ years of experience in a support position within a brokerage company, and exhibit a self-starter attitude.

This is an onsite role at the company's Brickell office.

Responsibilities:

1. Team Leadership and Management:

• Lead and manage a team of user support representatives, setting performance targets and providing guidance for continuous improvement.
• Foster a collaborative and high-performing team culture, promoting teamwork, open communication, and knowledge sharing.
• Conduct regular team meetings, performance reviews, and individual development plans to enhance team productivity and professional growth.

2. User Experience:

• Develop and implement strategies to deliver exceptional customer experiences, maintaining high levels of customer satisfaction.
• Handle escalated customer inquiries and issues, ensuring timely and effective resolution while upholding company values and policies.

3. Process Improvement:

• Identify areas for process enhancement within the support function, streamlining workflows to improve efficiency and reduce response times.
• Collaborate with cross-functional teams to implement improvements, contributing to the overall enhancement of the customer journey.

4. Performance Analysis:

• Monitor and analyze support team performance metrics, generating regular reports and insights for senior management.
• Identify trends, patterns, and areas of improvement to enhance operational efficiency and customer satisfaction.

Requirements:

• 3+ years of experience in customer support roles,
• Ideally 2+ years in a leadership or management capacity.
• Prior experience within the brokerage industry.
• In-depth knowledge of trading platforms.
• Proficiency in English and Spanish.
• Proven track record of successfully managing and developing teams to achieve high performance standards.
• Strong communication, interpersonal, and conflict-resolution skills.
• Resilient and adaptable personality, capable of handling challenging situations with professionalism.
• Ability to thrive in a fast-paced and evolving environment.
  
  All applicants are required to have legal authorization to work in the United States.