CUSTOMER SUPPORT SPECIALIST

Description The Customer Success Analyst role at Trade Nation ensures that our global client base receives an exemplary standard of customer support across multi-channel – via email, phone, and live chat.
In particular, this role will offer local language service to Portuguese Clients.
This is a hybrid role that will require the applicant to be able to commute to the office in Lisbon.
Who we are We are Trade Nation.
We help our customers power up their trading through killer insights, transparent costs, and fairer ways to trade.
We’re innovators, and proud of it.
And we’ve grown a lot in our decade as a market-leading low-cost trading powerhouse.
Our reach is global through our teams in the UK, Australia, South Africa, Seychelles, The Bahamas and Portugal.
Founded on transparency, forged in trust and powered by people, we’re committed to empowering our customers to outperform the markets.
How? By minimising expenses and harnessing technology to prioritise the lowest trading costs.
But enough about us.
Let’s hear about you.
Who you are You’re something special.
You pride yourself on being unique and bringing your own history to the table – finding solutions to daily challenges in a way that can’t be done by anyone else.
Maybe you talk a big game, maybe you don’t.
The important thing is that you do what you say and follow through to see every customer thrive.
You don’t play with the bumpers up.
That means breaking out of your lane when needed to help others – or forging your own completely.
Every problem is our problem and that’s how you see it too.
Because Trade Nation’s people have a shared vision, and you want to be part of making it a reality.
You know when to take the right sort of risks, the ones that push you to be better.
You’re not afraid to try, fail, and then try harder.
But don’t worry, you’ll have all the support you need to thrive with us at Trade Nation, and we can’t wait to enable you to learn and grow.
Ready to roll up your sleeves and get stuck in? Our commitments to each other We have each other’s backs There when we need each other most We challenge each other Be more creative, more curious, more bold We thrive together Taking our work to the next level We form strong bonds Through team building and social events We don’t judge Instead, we teach and are open to learning We step up Taking ownership and we supporting each other to do the same Key Responsibilities Help customers with their trading and administrative issues to full resolution in a pro-active manner to ensure customer experience remains positive.
Be aware of financial market news and upcoming events to be anticipatory and informative with the customer base to deliver a higher-than-expected service.
Update all records of client interactions in the CRM and associated systems throughout the day and to departmental standard.
Ensure that you act with adherence to all Treating Customers Fairly (TCF) principles and relevant regulatory requirements.
Focus on enhancing our client feedback processes and engagement.
This includes responding to client feedback on our social proof channels, such as Trustpilot, to ensure we maintain a positive and responsive presence.
Requirements Previous experience in working in the financial services sector.
Knowledge or demonstrated interest in the CFD/FX/online trading space.
Previous experience working for a CFD Broker or similar.
Fluent in English and Portuguese in speaking, reading and writing.
An ability to communicate fluently in German would be an advantage.