Customer Support Executive

Your role

As a Customer Support Executive at Deriv, you’ll be at the forefront of handling customer queries and concerns about our products. Your excellent communication skills and strong knowledge of Deriv’s products will be put to the test as you work closely with other teams to help clients with their queries. You’ll be challenged to continually develop your skills and expertise while significantly impacting the customer experience.

Through this role, you’ll have a unique opportunity to explore your niche and build your career path in specialised branches within the Customer Service department, including Training, Quality & Process, and Reputation Management, among others.

Your challenges

• Identify and resolve customer experience issues on our website and platforms by collaborating with cross-functional teams to implement solutions that optimise user journeys.
• Actively extend customer support via email and live chat, cultivating a personalised experience and motivating users to adopt new product and service opportunities that correspond with their changing needs.
• Gather customer feedback and provide suggestions for improvement, with a focus on driving customer satisfaction and loyalty.
• Performing back office duties as required. They may involve updating customer records and ensuring compliance with KYC (Know Your Customer), AML (Anti-Money Laundering), and due diligence controls according to relevant regulations and policies.
  

Senior CS executives are expected to:

• Proactively provide leadership and guidance to our existing Customer Support Executives by acting as the point of contact for any customer-related issues or escalations between Executives and Team Leads.
• Collaborate with the Customer Support Training team to provide SOP or product-related updates and conduct necessary first-hand training.
  

Requirements

• Good communication skills and a problem-solving approach
• A positive, empathetic, and professional attitude
• Willingness to work in rotating shifts and on weekends and public holidays
• An ability to work independently in a fast-paced environment and navigate changes efficiently
• Excellent spoken and written English communication skills
  

What’s Good To Have

• Experience working with customer service
• Skilled in using CRM tools, including Live Chat, and translation tools for various languages
• Previous experience within the FX, Crypto, Trading, or Banking industry
• Good understanding of financial products
• Proficiency in other languages
  

Benefits

• Growth-inducing challenges
• Productive work atmosphere
• Cooperation, support, and empowerment
• Career progression opportunities
• Market-based salary
• Annual performance bonus
• Health benefits
• Casual dress code