Client Support Analyst- FX / CFDs

ThinkMarkets Group; Dubai; On-site; AED 70,000 - 90,000; Full time

Job summary

A global financial technology company is seeking a Client Support Analyst to deliver outstanding client service and support. The successful candidate will have a Bachelor's degree in a relevant field and at least 4 years of experience in client services within financial markets. Key responsibilities include managing client inquiries, providing expert support on trading platforms, and enhancing client satisfaction. Proficiency with Salesforce and a strong understanding of financial markets are essential. Competitive compensation is offered.

Qualifications

• 4+ years of experience in client services within financial services.
• Strong understanding of FX, CFDs, commodities, and trading concepts.
• Excellent spoken and written English; additional languages desirable.

Responsibilities

• Serve as the primary point of contact for clients.
• Provide expert support on trading platforms.
• Manage client inquiries across multiple communication channels.
• Build strong client relationships to enhance satisfaction.
• Collaborate with internal teams to resolve complex client cases.

Skills

Client relationship management

Communication skills

Problem-solving

Technical support

Education

Bachelor’s degree in Finance, Mathematics, Economics

Tools

Salesforce

MT4

MT5

CRM systems

Job description

ThinkMarkets is a global financial technology company, specializing in providing multi-asset trading solutions to thousands of clients around the world. With our flagship ThinkTrader platform, we make it available for our clients to trade the world 24‑hours a day. Our mission is to bridge the gap between traders, investors, and platforms by allowing access to global markets and thousands of products, thus providing our clients the ability to trade the world in the palm of their hand. We use the latest technologies to give traders seamless access to our proprietary trading platforms.

We are looking for a dynamic and commercially minded Client Support Analyst who can deliver exceptional service while contributing to the company’s growth.

Key responsibilities

• Serve as the primary point of contact for clients, ensuring a seamless and exceptional customer experience across all touchpoints.
• Provide expert support on trading platforms (e.g., MT4, MT5, ThinkTrader), assisting clients with navigation, troubleshooting, and product understanding.
• Manage client inquiries via email, phone, live chat, and CRM platforms, ensuring timely, accurate, and professional responses.
• Build strong client relationships by understanding their needs and proactively addressing issues to enhance satisfaction and retention.
• Collaborate with internal teams (Trading Operations, Payments, Compliance, IT) to resolve complex client cases efficiently.
• Maintain detailed and accurate records of client interactions and follow‑ups using Salesforce or similar CRM systems.
• Analyze client feedback and trends to identify opportunities for service improvement and operational enhancements.
• Support the onboarding of new clients, including platform setup, account verification guidance, and product education.
• Achieve individual and team KPIs, including response times, CSAT, case resolution, and first‑contact success.
• Identify opportunities to cross‑sell or recommend relevant ThinkMarkets products based on client engagement and trading behaviour.

Key Requirements

• Bachelor’s degree in Finance, Mathematics, Economics, or equivalent (mandatory), from a recognized university.
• Additional certifications in FX trading, financial markets, fintech, or risk are beneficial.
• Minimum of 4 years’ experience in client services, account management, or trading support within FX/CFD or financial services.
• Strong understanding of FX, CFDs, commodities, indices, cryptocurrencies, and trading concepts such as leverage, margin, order types, and executions.
• Hands‑on experience using or supporting platforms such as MT4, MT5, cTrader, ThinkTrader, or similar.
• Proficiency with Salesforce, CRM systems, live chat tools, and digital communication channels.
• Familiarity with ticketing and support tools such as Zendesk, Freshdesk, Intercom, or similar.
• Exposure to workflow and documentation tools such as JIRA, Confluence, or other BA/technical systems (preferred).
• Ability to work with dashboards, client analytics, or reporting tools is a strong advantage.
• Excellent spoken and written English; additional languages are a plus.
• Strong interpersonal skills with the ability to communicate clearly and professionally under pressure.