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Supervisor, Customer Success Team

Job Overview

As a CX Supervisor, you'll lead a team responsible for monitoring and improving the quality and regulatory compliance of all customer communications, ensuring interactions are clear, fair, and fully aligned with CySEC and MiFID requirements.

Key points

  1. Lead a team of CX agents and QA analysts supporting CBFSE customers across phone, chat, and email…

  2. Own the CX quality assurance framework for Cyprus, including scorecards, sampling methodology, and calibration sessions, and drive continuous improvement in quality and compliance metrics.

  3. 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.

  4. Partner with Compliance, Legal, AML, Operations, and Training to translate regulatory requirements into actionable CX processes, scripts, and knowledge base content…

  5. Working knowledge of MiFID II and CySEC conduct-of-business requirements for client communications, including clear/fair/not misleading standards, disclosures, and complaints handling.

  6. Holds or is willing to obtain relevant CySEC certification (e.g., Basic or Advanced Examination) and MiFID/AML training within a defined timeframe.

  7. Demonstrated ability to analyze QA data, identify compliance trends, and translate findings into structured coaching and process improvements.

  8. Based in Cyprus with availability to support shift patterns aligned to CBFSE operating hours and regulatory needs.

Skills

Generative AICustomer SuccessCustomer SupportStakeholder Management

Experience: Entry-level · 1–2 years

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