Customer Retention Officer

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 Customer Retention Officer (Kazakh-speaking), you will play a key role in supporting our clients in Kazakhstan and helping with daily operational processes. You will understand the needs of clients in the market, handle routine cases independently, communicate clearly, and know when to involve colleagues on more complex issues.

Responsibilities

• Support clients in Kazakhstan via live chat, email, and phone
• Assist with registration, account verification, platform access, and account settings
• Review onboarding documents and process KYC checks in line with internal procedures
• Take care of deposit, withdrawal, and internal transfer requests within your area of responsibility
• Explain account conditions, account types, and operational procedures clearly and accurately
• Look into client queries and work with Payments, Compliance, and IT to find solutions
• Keep accurate client records and case notes in CRM and ticketing systems
• Spot recurring issues affecting clients in Kazakhstan and suggest ways to improve customer support and back-office processes

Requirements

• 2+ years of relevant experience in customer support or back-office operations within a fintech company
• Experience supporting clients from Kazakhstan and familiarity with their common service needs
• Fluent spoken and written Kazakh and Russian, with good written and spoken English
• Practical knowledge of client onboarding, KYC/AML procedures, and payment processing
• Familiarity with financial platforms
• Understanding of core trading concepts, including spreads, leverage, margin, swaps, and order execution
• Ability to manage multiple requests, prioritise, and follow cases through to resolution
• Attention to detail and a careful approach to confidential information
• Ability to work on-site in Yerevan, and openness to relocating if currently based abroad

Nice to have

• Familiarity with payment methods and verification documents commonly used in Kazakhstan
• Familiarity with CRM systems, Freshdesk, Jira, or similar tools
• Knowledge of additional regional languages

Our benefits

• Medical insurance
• Lunch allowance
• Birthday voucher
• Visa arrangement and relocation support
• Referral program