Customer Support Supervisor - Prop Trading

Customer Support Supervisor

Department: Customer Support

Employment Type: Full-Time

Work Arrangement: Remote | Work from Anywhere

Schedule: 8 hours per day, 6 days per week | 1 day off

Working Schedule

This is an 8-hour shift, 6 days per week, with 1 day off per week.

New hires will work Tuesday to Sunday, with Monday as their fixed day off. Weekend coverage is an essential part of the role.

Available Shifts

1. Shift 1

• 07:00–15:00 WAT / 06:00–14:00 UTC
• Tuesday–Sunday: Working Day
• Monday: Day Off

2. Shift 2

• 12:00–20:00 WAT / 11:00–19:00 UTC
• Tuesday–Sunday: Working Day
• Monday: Day Off

3. Shift 3

• 17:00–01:00 WAT / 16:00–00:00 UTC
• Tuesday–Sunday: Working Day
• Monday: Day Off

WAT (West Africa Time) is UTC+1 and remains the same year-round.

Role Overview

We are looking for an experienced Customer Support Supervisor to lead and oversee a support shift within our international Customer Support team.

The Supervisor will be responsible for queue management, team coverage, quality monitoring, coaching, escalations, and daily performance reporting. This role requires someone who can confidently manage a busy support environment, make sound decisions on escalated cases, and provide direct and constructive feedback to Support Agents.

Experience in prop trading, trading platforms, or fintech support is a strong advantage, as the role requires an understanding of trading accounts, breaches, payouts, KYC, and related customer issues.

Key ResponsibilitiesQueue & Shift Coverage

• Own first-response performance for the assigned shift, with a target of a human reply within 2–5 minutes after bot handover.
• Check the unassigned queue at shift start, mid-shift, and shift end, prioritizing the oldest conversations first.
• Ensure all Support Agents are Active in Intercom and available in the chat inbox at the start of the shift.
• Ensure conversations remain assigned to an agent or team and are not left unassigned.
• Conduct shift-change handovers with the incoming Supervisor, covering open and pending cases, stuck conversations, Discord duty, and coverage.
• Ensure no conversation is left without an owner during handover.
• Maintain the support roster, including Discord hours, days off, and shift swaps, using WAT as the source of truth.

Quality & Coaching

• Review three sampled conversations per agent each week against the support handling scorecard.
• Conduct short 1:1 coaching sessions with agents based on conversation reviews.
• Ensure agents check the customer's account record before responding to their claims.
• Ensure agents review the bot's summary before requesting information that has already been collected.
• Identify and correct poor handling, unnecessary deflection, and inappropriate macros.
• Provide clear, direct, and documented feedback to improve agent performance.
• Ensure email conversations are not closed without either a customer reply or an internal note explaining why.

Escalations

• Act as the first point of escalation for the assigned shift.
• Determine which cases can be resolved by the Support Agent and which require escalation to Payouts, Risk, or the Head of Support.
• Use the appropriate escalation tickets and processes rather than Slack for payout-related cases.
• Follow up on open escalation tickets that have exceeded their SLA.
• Handle complex and sensitive cases, including:
• Legal or regulatory threats
• Account merge and KYC disputes
• Refund requests
• Breach appeals
• Other high-risk or reputation-sensitive customer cases
• Escalate appropriately rather than making unsupported decisions or commitments.

Reporting & Performance

• Review daily shift performance, including:
• First response time
• Stranded chats over 15 minutes
• CSAT
• Silent closes
• Identify unusual or declining performance and report it to the Head of Support on the same day, including relevant conversation IDs.
• Contribute to monthly team leaderboards and performance reviews.
• Provide meaningful per-agent observations that explain the numbers and identify areas for improvement.

Requirements

• 2+ years of experience in written customer support, with at least some experience supervising or leading a support team or shift.
• Experience in prop trading, trading platforms, fintech, or a similar industry is strongly preferred.
• Ability to understand and review customer account records, including trading rules, breaches, payouts, and KYC information.
• Fluent written English with strong grammar and attention to detail.
• Experience with Intercom or a comparable helpdesk platform with team inboxes, assignment rules, and macros.
• Willingness to work the assigned WAT shift year-round, including weekends.
• Comfortable providing direct, constructive feedback and documenting coaching points.
• Strong problem-solving and decision-making skills.
• Calm and professional when dealing with angry customers, legal threats, or regulatory complaints.
• Ability to escalate appropriately rather than improvising or making unsupported commitments.
• Strong organizational skills and ability to manage multiple priorities in a high-volume support environment.

Additional Expectations

• The grammar correction tool available within the GFT Intercom Workspace should be used when appropriate.
• Strong ownership of shift performance and team coverage.
• Ability to work independently while maintaining close communication with the Head of Support and other Supervisors.
• Consistent, professional, and customer-focused approach to support.

What We Offer

• Fully remote - work from anywhere in the world
• Work with a diverse, multinational team
• Career growth and development opportunities
• Competitive salary
• Flexible working environment
• Opportunity to grow within a fast-paced global proprietary trading company