Customer Support Executive

**Why work at Deriv**

For 25 years, Deriv has been committed to making online trading accessible to anyone, anywhere. Trusted by over 2.5 million traders worldwide, the company offers an expansive range of trade types and boasts over 200 assets across popular markets on its award-winning, intuitive trading platforms. With a workforce of more than 1,400 people globally, Deriv has cultivated an environment that celebrates achievements, encourages professional growth, and fosters talent development, which reflects in its Platinum accreditation by Investors in People.

**Your role**
As a **Customer Support Executive **at Deriv, you’ll be at the forefront of handling customer queries and concerns about our products. Your excellent communication skills and strong knowledge of Deriv’s products will be put to the test as you work closely with other teams to help clients with their queries. You’ll be challenged to continually develop your skills and expertise while significantly impacting the customer experience.

Through this role, you’ll have a unique opportunity to explore your niche and build your career path in specialised branches within the Customer Service department**, **including Training, Quality & Process, and Reputation Management, among others.

**Your challenges**
- Identify and resolve customer experience issues on our website and platforms by collaborating with cross-functional teams to implement solutions that optimise user journeys.
- Gather customer feedback and provide suggestions for improvement, with a focus on driving customer satisfaction and loyalty.
- Performing back office duties as required. They may involve updating customer records and ensuring compliance with KYC (Know Your Customer), AML (Anti-Money Laundering), and due diligence controls according to relevant regulations and policies.

**Senior CS executives are expected to**:

- Proactively provide leadership and guidance to our existing **Customer Support Executives **by acting as the point of contact for any customer-related issues or escalations between Executives and Team Leads.
- Collaborate with the **Customer Support Training **team to provide SOP or product-related updates and conduct necessary first-hand training.

**What you have**
- Good communication skills and a problem-solving approach
- A positive, empathetic, and professional attitude
- Willingness to work in rotating shifts and on weekends and public holidays
- An ability to work independently in a fast-paced environment and navigate changes efficiently
- Excellent spoken and written English communication skills

**What’s good to have**
- Experience working with customer service
- Skilled in using CRM tools, including Live Chat, and translation tools for various languages
- Previous experience within the FX, Crypto, Trading, or Banking industry
- Good understanding of financial products
- Proficiency in other languages such as Mandarin, Hindi, Urdu, Sinhala etc.

**What we’ll give you**
- Market-based salary
- Internal growth and career advancement opportunities
- Annual performance bonus
- Health benefits
- Casual dress code
- Travel and internet allowances
- A chance to work with top talent from across the globe (70+ nationalities)
- Ample team-building and bonding activities
- Great overseas travel opportunities

**Benefits**
- The best workplace you can possibly imagine — a gorgeous 5-storey building including a rooftop garden, a gym, squash court, yoga room, barbecue pit, jam studio, and a lot more
- A chance to work with top talent from across the globe (70+ nationalities)
- Ample team-building and bonding activities
- Great overseas travel opportunities
- Competitive salary and annual performance bonus
- A range of health benefits
- Casual dress code

**Benefits**:

- Dental insurance
- Free parking
- Gym membership
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance

Schedule:

- Holidays
- Rotational shift
- Weekend jobs

Supplemental pay types:

- Performance bonus