Client Operations Officer - CIS Market

Join FxPro: a leading international fintech company. Be a part of our expanding international team, with offices in Limassol, London, Nassau, Dubai, and Yerevan. FxPro boasts a diverse workforce of over 600 employees representing 50 nationalities, making it an exciting and dynamic workplace. At FxPro, we see each team member as an integral part of our success story.
As a Client Operations Officer, you will play a key role in supporting CIS clients in their native language, resolving their issues, and coordinating with internal departments to keep operations running smoothly. The role combines client support, payment and document handling, and administrative tasks.
Responsibilities
Provide client support via live chat, email, messengers, and phone
Handle deposit and withdrawal requests and investigate payment delays
Assist clients with account-related questions and trading platforms, including MT4, MT5, and cTrader
Review and verify client documents in line with internal procedures
Resolve complex client cases, complaints, and disputed situations
Coordinate with Payments, Compliance, Dealing, and other internal departments
Inform clients about promotions, campaigns, and company updates
Manage and distribute incoming requests to the relevant teams
Maintain accurate client records and update information in internal systems
Work with helpdesk and CRM systems to track, manage, and follow up on client requests
Requirements
Native or fluent Russian/Ukrainian
English level B1–B2
Previous experience in customer support, client service, or back-office operations
Good understanding of how a forex broker operates, including client registration, account verification, trading, deposits, and withdrawals
Knowledge of trading platforms such as MetaTrader 4 (MT4), MetaTrader 5 (MT5), and cTrader
Understanding of payment methods commonly used across CIS markets, including cryptocurrency, P2P transfers, local bank cards, bank transfers, and local payment systems
Experience working with helpdesk and CRM systems, such as SugarCRM, Salesforce, or similar platforms
Strong communication skills and the ability to handle difficult clients professionally
Attention to detail, responsibility, and a problem-solving mindset
Ability to work on-site in Limassol and adapt to a shift schedule if required
Valid right to work in Cyprus
Nice to have
Previous experience working for a forex broker or another financial services company, which is a significant advantage
Practical experience with payment processing, P2P transactions, cryptocurrency deposits and withdrawals, and troubleshooting payment issues in CIS markets
Experience with ticketing and customer support platforms such as Freshdesk, Zendesk, or similar systems
Experience with KYC verification and client account administration
Sales, retention, or client relationship management experience
Interview steps
Recruiter screen (~30 minutes)
Technical Interview (~45 minutes)
Test task
Final Interview with manager (~40 minutes)
Our benefits
Excellent compensation package
Medical insurance
Provident fund
In-house gym with a personal trainer
Free daily lunch catering, snacks, and beverages
Company discount card for various products & services
21 days of annual leave and 10 days of sick leave annually
FxPro private shuttle bus service from Limassol
Birthday gift
Relocation bonus and visa/work permit support
Educational reimbursements & team building allowances
Monthly corporate events and activities

Employment type
Full-Time

Work arrangement
No