Client Experience Officer

About the role

As a Client Experience Officer you will be the front‑line contact for Pepperstone’s traders, delivering high‑quality pre‑ and post‑sales support across live chat, email, phone and social media. You will work closely with the Client Experience team to monitor trading conditions, resolve issues and ensure regulatory compliance.

Key responsibilities

• Provide timely, professional support via live chat, email and phone, meeting KPIs and service standards.
• Manage the client experience inbox and other communication channels with accurate responses.
• Document and categorize client issues to generate insights for service improvement.
• Maintain and update the website support page and internal knowledge base.
• Enhance communication methods and channels to improve overall client experience.
• Support client conversion and retention initiatives.
• Assist clients with account verification when required.

Required profile

• Experience in a similar customer service role, preferably in financial services or fintech.
• Familiarity with CRM systems and trading platforms such as MT4 and MT5.
• Degree in business, communications or a related field.
• Fluency in English and Spanish.
• Strong communication, attention to detail and ability to work under pressure.
• Comfortable in a fast‑paced, evolving environment.
• Proficiency with Microsoft Office, Google Drive, Gmail and Slack.
• Commitment to continuous learning and alignment with Pepperstone’s values.

Required skills

• CRM systems
• MT4 trading platform
• MT5 trading platform
• Microsoft Office
• Google Drive
• Gmail
• Slack

What we offer

• Competitive salary with a company bonus scheme.
• Collaborative and friendly culture.
• Flexible hybrid working with up to 4 weeks of remote work per year.
• Personal development and learning opportunities.
• Paid annual leave, sick leave and 3 volunteering days.
• Recognition and reward programs, employee assistance and wellbeing initiatives.