Premium Support Officer

We are hiring a Premium Support Officer to join a leading global fintech and multi-asset brokerage firm headquartered in Dubai. This role sits within the Retail Operations team, supporting premium and institutional clients across global markets. The ideal candidate is client-obsessed, solutions-driven, and confident navigating trading platforms and client relationship tools.

Key Responsibilities

• Manage and support the full lifecycle of B2B and Premium clients, ensuring smooth onboarding and proactive relationship management.
• Act as the primary point of contact for high-value clients, handling inquiries, requests, and escalations with speed and professionalism.
• Provide operational, platform, and trade support to both clients and internal sales teams.
• Deliver client training and platform walkthroughs (MT4/MT5) via Zoom, Teams, or in-person sessions.
• Communicate product updates, enhancement rollouts, and relevant market news.
• Monitor client feedback and service trends, compiling actionable reports and driving service improvements.
• Handle complaints efficiently and in line with escalation procedures.
• Collaborate with internal teams to streamline processes and improve documentation.
• Contribute to the growth and operational excellence of the department by supporting internal knowledge sharing and process refinement.

Required Skills & Competencies

• Strong knowledge of trading, with hands-on experience using MT4/MT5 platforms.
• Excellent command of English and Arabic, both written and spoken; additional languages are a plus.
• Confident communicator with strong interpersonal skills, able to build trusted relationships.
• Proactive, detail-oriented, and able to manage multiple priorities.
• Strong problem-solving abilities with a customer-first mindset.

Experience & Qualifications

• Minimum 2 years of experience in the FX & CFD industry, ideally in Client Support, Sales Trading, or Trading Operations.
• Bachelor’s degree in Finance, Business, or a related discipline.