Client Experience Officer

About the role

As a Client Experience Officer at Pepperstone, you will be the first point of contact for traders seeking assistance before and after they join the platform. You will work closely with the Client Experience team to ensure smooth trading conditions, resolve issues quickly, and uphold regulatory standards.

Key responsibilities

• Provide high‑quality support via live chat, email, phone and social media, meeting KPI and service‑level targets.
• Manage the client experience inbox and other communication channels, delivering timely and accurate responses.
• Document and categorize client inquiries to generate insights for continuous service improvement.
• Maintain and update the website support page and internal knowledge base.
• Enhance communication methods and channels to improve overall client experience.
• Assist with client conversion, retention initiatives and account verification when required.

Required profile

• Proven experience in a customer‑service or client‑support role, preferably within financial services or fintech.
• Fluency in English and Spanish, with strong written and verbal communication skills.
• Ability to work under pressure, pay close attention to detail and thrive in a fast‑paced, evolving environment.
• Commitment to continuous learning and alignment with Pepperstone’s values.

Required skills

• Familiarity with CRM systems.
• Experience using trading platforms such as MetaTrader 4 (MT4) and MetaTrader 5 (MT5).
• Proficiency with Microsoft Office, Google Drive, Gmail and Slack.

What we offer

• Competitive salary with a company bonus scheme.
• Collaborative and friendly culture with flexible and hybrid working options.
• Remote work possible for up to four weeks per year.
• Ongoing personal development, paid annual and sick leave, and volunteering days.
• Employee assistance program and wellbeing initiatives.