Customer Support Officer

CXM; Mexico; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Night Shift Allowance

KPI Bonus

Growth Opportunities

Job summary

CXM Group is seeking a customer support specialist to assist traders using our platforms. You will handle live chat, email, and phone inquiries, resolving issues and guiding clients through products and services.

Ideal candidates have proven customer service experience, strong English and Portuguese language skills, and the ability to work rotating night shifts. Forex market knowledge is a plus, with opportunities for career growth within a regulated fintech group.

Qualifications

• Experience in customer support or client service.
• Forex trading knowledge is a strong advantage.
• Excellent command of English; Portuguese fluency.
• Proficient with MS Office and CRM tools.
• Strong communication, problem-solving, and presentation skills.

Responsibilities

• Manage communication channels (live chat, email, phone).
• Identify customer needs to ensure satisfaction and timely responses.
• Handle inquiries from new leads and existing clients via multiple channels.
• Maintain CRM records with interactions and actions taken.
• Coordinate with internal departments and schedule callbacks as needed.
• Work independently and in a team while following SOPs and policies.

Skills

Customer support

Active listening

Phone communication

CRM familiarity

English proficiency

Portuguese language

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Company Overview

CXM Group was established in 2015 primarily as an institutional liquidity provider. CXM is a highly regulated and fast-growing global Fintech group with multiple regulatory licenses, including FCA and Mauritius, spanning global presence with 20+ offices in London, New York, Dubai and Southeast Asia with a 250+ multinational team.

Company Overview

CXM Group was established in 2015 primarily as an institutional liquidity provider. CXM is a highly regulated and fast-growing global Fintech group with multiple regulatory licenses, including FCA and Mauritius, spanning global presence with 20+ offices in London, New York, Dubai and Southeast Asia with a 250+ multinational team.

Reporting Line: Reports directly to the Head of Customer Support

General Purpose: The General purpose of the position is to ensure a smooth, reliable, and positive experience for clients who trade using our platforms.This involves assisting clients with their trading accounts, resolving technical or transactional issues, and providing clear information about the company's products, services, and trading platforms.

Job Role

• Effectively manage company communication channels, including live chat, emails, and phone calls
• Identify and assess customers' needs to ensure a high level of satisfaction
• Receive and handle inquiries from new leads and existing clients via phone, chat, email, and client portal
• Provide timely and accurate support to clients within the specified time frame
• Maintain and update CRM records with all customer interactions and actions taken
• Coordinate with internal departments by creating and assigning tasks for inquiries that require further investigation
• Follow up with clients and schedule callbacks to ensure resolution and customer satisfaction
• Work independently as well as collaboratively in a team environment
• Adhere to standard operating procedures and company policies at all times

Requirements

• Proven experience in a customer support or client service role
• Previous experience or background in Forex trading or the financial markets is a strong advantage
• Excellent command of English and Portugese native both spoken and written
• Proficient in Microsoft Office applications (Word, Excel, Outlook)
• Strong phone communication skills with active listening abilities
• Ability to work under pressure and meet tight deadlines
• Excellent communication, problem-solving, and presentation skills
• Flexible to work on a weekly rotating shift schedule (morning, afternoon, and night shifts in the near future)

Benefits

Employer Value Proposition:Join a collaborative team where your expertise is valued, and individual contributions extend beyond daily support tasks. You'll work with a modern tech stack, enjoy meaningful autonomy in how you approach challenges, and have clear opportunities for personal and professional growth.

Benefit of working at CXM:

Competitive Salary along with KPI Bonus

Night Shift Allowance

Growth Opportunities

Collaborative Team