Customer Operations Officer

Job Description

Client Support & Customer Experience 

Provide timely, professional and accurate support to clients via live chat, email, social media and other approved communication channels. 

Handle client enquiries related to: 

• Challenge programs 

• Trading rules 

• Funded accounts 

• Account verification 

• Payments and withdrawals 

• Platform access 

• Promotions and campaigns 

Investigate and resolve customer issues while maintaining a high level of customer satisfaction. 

Escalate complex, technical or compliance-related cases to the appropriate internal teams. 

Maintain excellent response times and service quality standards. 

Collect client feedback and identify recurring issues or opportunities for improvement.

Sales & Client Activation 

Engage with prospective traders who register interest in Volt Funded products. 

Convert inbound leads into paying challenge participants through consultative conversations. 

Help prospective clients understand: 

• Challenge models 

• Evaluation requirements 

• Trading rules 

• Funding opportunities 

• Profit-sharing structures 

Proactively follow up on abandoned registrations, incomplete purchases and inactive users. 

Support promotional campaigns and client activation initiatives to increase funded challenge participation. 

Contribute toward individual and team conversion, activation and retention targets. 

Onboarding & Verification 

Review and verify customer onboarding documentation. 

Ensure KYC and identity verification requirements are completed accurately and in accordance with internal policies. 

Review submitted identification and supporting documents for completeness, authenticity and consistency. 

Identify missing information, discrepancies or potential risk indicators and follow up with clients where required. 

Maintain accurate customer records within CRM and operational systems. 

Support account amendments, profile updates and onboarding-related requests. 

Ensure all onboarding activities meet compliance and operational standards. 

Processing & Operations 

Process operational requests accurately and within agreed service level targets. 

Handle: 

• Challenge purchases 

• Account activations 

• Payout requests 

• Refund requests 

• Account changes 

• Operational investigations 

• Client escalations 

Perform routine reviews to identify unusual activity, errors or processing discrepancies. 

Coordinate with Payment Providers and Finance teams to resolve payment-related issues. 

Maintain complete audit trails and accurate documentation for all operational activities. 

Escalate exceptions, suspicious activity and high-risk cases according to internal procedures. 

 Client Retention & Growth 

Build long-term relationships with traders and funded clients. 

Identify opportunities to improve retention and increase client lifetime value. 

Support trader engagement initiatives and community activities. 

Proactively contact inactive clients and encourage re-engagement. 

Educate traders on available features, services and opportunities within the Volt Funded ecosystem. 

Contribute ideas to improve client experience and overall business performance. 

Operational Excellence & Compliance 

Maintain accurate CRM records and operational documentation. 

Work within established policies, procedures and compliance requirements. 

Follow information-security, client-data and fraud-prevention standards. 

Ensure all activities are completed in line with company controls and regulatory expectations. 

Support continuous process improvement initiatives.

Qualifications

Education & Experience 

• 2-4 years of experience in Customer Support, Customer Success, Operations, Sales, Onboarding or a similar client-facing role. 

• Experience within Prop Trading, CFD/FX, FinTech, Payments, Crypto or Financial Services is highly desirable. 

• Fluent English and Native Russian (written and spoken). 

Technical Skills 

• Experience with CRM and ticketing systems. 

• Strong understanding of client onboarding and verification processes. 

• Familiarity with payment processing workflows. 

• Good knowledge of Microsoft Office and Google Workspace. 

• Ability to work with operational systems and multiple platforms simultaneously. 

Core Competencies 

• Strong customer service mindset. 

• Excellent communication and interpersonal skills. 

• Commercially aware with the ability to identify sales opportunities. 

• High attention to detail and strong organisational skills. 

• Problem-solving and decision-making ability. 

• Ability to manage multiple priorities in a fast-paced environment. 

• Team player with a proactive and ownership-driven attitude. 

• Comfortable working in a target-driven environment. 

Desirable 

• Experience in a Proprietary Trading Firm (Prop Firm). 

• Knowledge of retail trading, futures, forex, CFDs or crypto markets. 

• Experience supporting funded trader programs. 

• Understanding of KYC, AML and fraud prevention principles. 

• Previous experience with live chat support environments. 

Additional Information

The hiring employer is Altaris Services Limited registered in Armenia..