Who we are.

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Let's talk about the cool stuff you do at Axi!

The Client Services Team Lead is responsible for overseeing and guiding the Client Services team to ensure the highest level of client satisfaction and service delivery. The Team Lead will foster a positive team environment that encourages collaboration and high performance, aligning team efforts with the company’s vision and standards.

Your EDGE Assignment/You Will

Strategic Leadership (40%):
Execute global client service strategy aligned with company and department objectives
Set and monitor team KPIs including CSAT, AHT, First Response Time, and Resolution Time
Build and maintain relationships with key stakeholders across Trading, Compliance, Settlement and product teams
Operational Excellence (30%):
Manage a 24/7 CS team, ensuring consistent service delivery across different time zones
Work closely with Trainers and QA to ensure >95% quality score
Drive continuous improvement through data analysis and customer feedback
Ensure compliance with regulatory requirements and internal policies
Team Development (20%):
Lead high-performing team through coaching, mentoring, and performance management
Implement best practices for team engagement and retention
Schedule Management & Team Coordination (10%):
Implement flexible scheduling solutions to accommodate different peak periods
Manage leave planning and time-off requests to maintain service levels
Coordinate cross-programs to ensure coverage during absences
Monitor adherence to schedules and implement corrective actions as needed
Develop contingency plans for unexpected volume spikes or staff shortages

Are you the one?

Proven experience of leading Teams in a customer service Manager/ Senior Team leader role, preferably within the financial services industry.
Ability to select, train, coach, mentor, support and leading diverse, multilingual and multinational Teams operating in different regions.
Excellent communication and interpersonal skills with the ability to empathize with clients.
Proficient knowledge of the English language both verbal and written.
Any additional language at a professional level will be considered as an advantage.
Affinity and interest in the financial markets.
General computer literacy (knowledge of operating systems and office package).
Strong problem-solving abilities and a keen attention to detail.
Ability to work well in a team environment and collaborate effectively with colleagues and other departments.
Proficiency in using CRM and Service desk systems, preferably Zendesk and Salesforce.
Ability to multitask and prioritize workload in a fast-paced environment.
General awareness of global happenings and updated on news and trends.
Commitment to continuous learning and professional development.
Self-driven and proactive Mindset, not afraid of taking on challenges or responsibilities.
Comfortable working on hybrid work mode.
This role entails the need for the candidate to be able to work on rotating daytime shifts.

Axi's bag of delights

Competitive and attractive compensation.
Extensive learning opportunities, such as professional training and certifications and soft skills development.
21 annual leave days per year, 5 paid study leave days per year, and 1 paid volunteer day per year.
Subsidized local gym membership.
Health Insurance.

Axi's interview journey

Talent Acquisition Interview (45 minutes)
Take Home Assessment (1 hour)
Hiring Manager Interview (1 hour)
Head of Department Interview (30 minutes)

Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency that wishes to submit candidate profiles or resumes for consideration must obtain prior written consent from our talent acquisition team. We do not accept unsolicited resumes from recruitment agencies, and we will not be responsible for any fees related to unsolicited resumes. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment any fees related to the recruitment of the candidate represented in the unsolicited resume.

At Axi, we prioritise creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.

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