Customer Experience Agent (Americas)

Job description

FTMO recently acquired OANDA Group, one of the world’s leading online trading groups. The purpose of this engagement is to deliver professional, empathetic front-line support and expert platform guidance to OANDA's global customer base, independently resolving inquiries within service level agreements while identifying client pain points to optimize support delivery. WHAT WILL YOU DO? Client Engagement and Communication - Deliver professional and accurate support to clients across channels including phone, email, live chat, and digital platforms. - Analyze customer needs to provide tailored solutions that meet OANDA's quality benchmarks. Platform Support and Problem Resolution - Handle technical and procedural questions regarding trading tools and account processes. - Perform troubleshooting for clients navigating or accessing OANDA's trading platforms. - Manage and resolve standard cases using available CRM tools (e.g., Salesforce) and designated systems. - Identify and escalate complex or sensitive technical/financial issues to the designated OANDA contact point. - Adhere to all operational workflows and regulatory standards to ensure compliance and risk mitigation. - Deliver services in alignment with agreed performance metrics (KPIs) and Service Level Agreements (SLAs). - Provide accurate documentation within ticketing systems to maintain a clear audit trail. Continuous Learning and Team Contribution - Maintain up-to-date knowledge of OANDA’s products and service offerings. - Participate in operational briefings, training, and knowledge transfer sessions. - Incorporate feedback from Quality Assurance (QA) reviews to maintain service standards. - Provide assistance with supplementary tasks such as translations or system testing as contractually agreed. WHAT DO WE EXPECT FROM YOU? - Prior track record in providing Customer Support or client-facing services is required. - Experience working with modern customer support infrastructure and ticketing platforms (such as Salesforce and/or Zendesk) is a distinct advantage. - Prior exposure to or experience in trading, financial markets, or handling trading-related client inquiries is highly valued. - Proficient English is a must. - Native or fluent proficiency in at least one of the following languages: - Spanish - French - Portuguese ENGAGEMENT DETAILS: - Mode: Remote - Type: Vendor sourcing. Service providers must possess the appropriate business license or legal entitlement to provide the requested services. - Schedule: Operating in a global market requires flexibility; flexible scheduling and coverage during weekends/ holidays may be expected. WHY JOIN THE FTMO TEAM? - We are a Czech fintech that, since 2015, has grown from an idea into a global project. 🚀 - 300+ amazing teammates. We’re a great team who learn from each other every day.🤜🤛 - How do we work? We focus on meaningful work and open communication, while only adopting processes that make our lives easier. - Prague, Národní třída. Enjoy our modern offices at the Quadrio shopping center, offering beautiful views and excellent accessibility. - What if I don’t trade? No worries. We’ll show you what our product is all about and introduce you to the basics of trading. - Free fruit, snacks, and coffee are always within reach in the office. - How do we promote strong relationships and well-being? Company cottage, team building events, and running club. - Flexible hybrid model. We prefer collaborating in person to keep the team spirit high, but we offer the flexibility you need to stay balanced. *The benefits mentioned above apply to FTMO on-site employees in our Prague office.