CS Financial Crime Operations Supervisor

eToro; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

eToro is seeking a Customer Support Financial Crime Operations Supervisor to lead their fraud support team. In this role, you will supervise operations, train team members, ensure compliance with regulations, and improve client communication workflows. This position requires strong leadership skills and experience in financial crime operations.

Qualifications

• 3+ years in customer support or financial crime operations, with at least 1 year in a supervisory role.
• Prior exposure to AML, fraud detection, or transaction monitoring is strongly preferred.
• Familiarity with global AML regulations is a plus.

Responsibilities

• Supervise daily operations of the FCMU Fraud Customer Support team.
• Guide the team on explaining regulatory outcomes to clients.
• Identify process gaps and implement improvements.

Skills

Customer support

Financial crime operations

Analytical abilities

Communication

Problem-solving

Education

Bachelor’s degree in Finance, Business, Criminal Justice, or related field

Tools

CRM systems

Salesforce

Zendesk

Actimize

Job description

eToro is the trading and investing platform that empowers users to invest, share and learn. We were founded in 2007 with the vision of a world where everyone can trade and invest in a simple and transparent way. We have created an investment platform that is built around collaboration and investor education. On our platform, users can view other investors’ portfolios and statistics, and interact with them to exchange ideas, discuss strategies and benefit from shared knowledge. We have over 38 million registered users from 100 countries and our platform is available in 20 languages. We are a fast growing business with over 1,500 employees across 13 offices around the globe, strategically positioned to serve the needs of users. You can find out more about eToro here.

We are constantly growing and are excited to share that we are looking for a Customer Support Financial Crime Operations Supervisor to join our team!

What will you be doing?

• Supervise daily operations of the FCMU Fraud Customer Support team
• Set performance expectations, monitor KPIs, and conduct regular training and feedback sessions
• Support team scheduling and resource allocation to meet SLAs
• Monitor team backlog and productivity
• Ensure all client communications related to financial crime investigations are accurate, clear, and timely
• Review high-risk or escalated cases to ensure proper and compliant handling
• Guide the team on how to explain regulatory or procedural outcomes effectively to clients
• Optimize and uniform handling of high-club clients
• Liaise with FCMU Investigators, Compliance, Risk, and Legal teams to ensure case updates are consistent and informed
• Act as a point of contact between the FCMU and front-line customer support where additional guidance is required
• Identify process gaps and implement improvements to streamline client communication workflows
• Contribute to internal knowledge bases, SOP documentation, and training materials
• Ensure all communications comply with regulatory obligations and internal policy standards
• Participate in audits and assist with the preparation of internal reports on case communication activities

Requirements

• 3+ years in customer support or financial crime operations, with at least 1 year in a supervisory role
• Bachelor’s degree in Finance, Business, Criminal Justice, or a related field preferred
• Prior exposure to AML, fraud detection, or transaction monitoring environments is strongly preferred
• Strong interpersonal and communication skills
• Ability to interpret and explain complex regulatory issues clearly to clients
• Proficient in CRM systems and case/ticket management tools (e.g., Salesforce, Zendesk, Actimize, etc.)
• Strong analytical and problem-solving abilities
• Familiarity with global AML regulations (e.g., FATF, EU AMLD, BSA) is a plus
• High attention to detail, discretion, and professionalism when handling sensitive information