Limassol Municipality, Limassol, Cyprus
Experienced Customer Support & Quality Manager with 10+ years in service excellence across fintech, tech, and telecom sectors. Known for turning complex challenges into smooth client experiences and leading high-performing teams across Europe. Passionate about building customer-centric support systems and delivering measurable impact. Open to international opportunities in client success, service operations, or team leadership.
As a Retention Manager, my focus is on driving customer loyalty, engagement, and lifetime value through strategic retention initiatives, data-driven insights, and exceptional customer experiences. Key Responsibilities -Develop and execute comprehensive customer retention and loyalty strategies aligned with business goals. -Design and manage customer lifecycle programs to increase engagement and reduce churn. -Analyze customer journey data to identify pain points and opportunities for improvement. -Leverage Vantage analytics tools and CRM systems to track retention KPIs, cohort behavior, and campaign performance. -Conduct segmentation and predictive analysis to improve targeting and personalization. -Present regular insights and retention reports to managers. -Create and optimize email, SMS, and in-app communication campaigns to re-engage inactive customers. -Collaborate with marketing, product, and customer success teams to ensure consistent messaging and customer experience. -Drive initiatives to enhance customer satisfaction, loyalty, and advocacy. -Work closely with customer service teams to ensure high-quality support and timely resolution of issues. -Monitor KPIs including churn rate, retention rate, customer lifetime value, and repeat purchase frequency.
-Provide timely and effective support to clients using Capital.com’s trading platform. -Address customer inquiries via various communication channels, ensuring high satisfaction levels. -Collaborate with cross-functional teams to resolve complex issues and improve service processes. -Maintain up-to-date knowledge of financial products and services to assist clients accurately. -Respond promptly to customer inquiries via phone, email, chat, or social media. -Provide accurate, valid, and complete information by using the right tools and resources. -Resolve customer issues effectively and efficiently. -Identify and assess customer needs to achieve satisfaction. -Troubleshoot product or service issues and guide customers through solutions. -Escalate complex cases to the appropriate department or higher support tiers. -Maintain thorough and up-to-date knowledge of products, services, policies, and procedures. -Educate customers on product features, upgrades, and best practices. -Log all customer interactions, feedback, and issues in the CRM system. -Prepare reports on recurring problems, customer satisfaction, and suggestions. -Recommend process improvements to enhance customer experience. -Participate in training sessions and workshops to stay updated on company changes. -Collaborate with sales, product development, and other teams to resolve customer concerns. -Share customer feedback with relevant departments to improve services. -Adhere to communication and quality standards set by the company. -Monitor and manage support tickets within defined SLA timelines. -Promote customer loyalty by providing exceptional support. -Assist in customer retention initiatives and upsell/cross-sell opportunities when appropriate.
- Provide customer support across leading crypto and fintech platforms (e.g. Bitget, CRAE Group) - Manage client inquiries related to accounts, payments, deposits, withdrawals, and platform navigation - Investigate and resolve a wide range of technical and transactional issues, escalating complex or high-risk cases to compliance teams when required - Deliver professional and timely support through multiple channels including live chat, email, and community platforms (Telegram, Lark, etc.) - Document cases thoroughly and ensure sensitive data is handled in line with confidentiality and security standards - Stay up to date on platform features, policies, and industry trends to provide accurate assistance - Gather recurring client feedback, highlight patterns, and suggest process improvements to enhance overall service quality - Collaborate with cross-functional teams to ensure smooth case resolution and share client insights with product and operations teams - Contribute to customer satisfaction and trust by maintaining accuracy, professionalism, and a solution-oriented approach in a fast-paced environment
-Responsible for professional management, further development and quality of performance of independent telephone customer advisors -Lead and manage a team of employees -Set team goals and objectives that are aligned with the organization's goals -Provide support and guidance to team members whenever necessary -Reviewing existing procedures to ensure they meet the current guidelines -Maintaining documentation of procedural changes -Contribute to the creation and implementation of best practice quality vision, strategy, policies, processes and procedures to aid and improve operational performance -Contribute to a positive and supportive work environment for colleagues -Identify training needs and provide opportunities for team members to develop their skills and knowledge -Work effectively within a team environment to achieve customer service goals -Adapt to new technologies and processes as they are implemented -Stay up-to-date on company policies, products, and services -Follow communication procedures, guidelines and policies -Designing quality standards, procedures and specifications for a company -Train others in all aspects of the quality system and application of procedures -Create a positive and engaging work environment that motivates team members to perform at their best -Maintain communication with senior management to keep them informed of team progress and any issues that arise
-Identify and assess customers’ needs to achieve satisfaction -Provide accurate, valid and complete information by using the right methods/tools -Follow communication procedures, guidelines and policies -Build sustainable relationships and trust with customer accounts through open and interactive communication -Respond promptly to customer inquiries and concerns via phone, emails, or chat -Maintain records of customer interactions, process customer accounts, and file documents -Identify opportunities to upsell or cross-sell products and services to customers -Upsell and cross-sell products and services to enhance customer satisfaction and revenue -Maintain a high level of company product knowledge to effectively answer customer queries -Contribute to positive customer reviews and brand reputation -Proactively seek feedback from customers to identify areas for improvement -Contribute to a positive and supportive work environment for colleagues -Maintain a positive and professional demeanor even in challenging situations -Work effectively within a team environment to achieve customer service goals -Deliver training sessions to new hires and existing employees