Client Success Specialist - Italian
Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Cyprus.
Who We Are.
Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.
Let's talk about the cool stuff you will do at Axi!
The role represents Axi within the Client Success function, contributing to positive client outcomes, retention, and long-term value through tailored support, practical insights, and solution-focused guidance that strengthens Axi’s global brand.
Your EDGE Assignment/You Will
- Deliver high-quality, multi-channel support to clients, ensuring timely, accurate, and professional handling of enquiries and issues.
- Tailor support in line with defined client segments (standard/premium traders & partners).
- Support client retention by providing accurate guidance and practical insights within role scope and approved processes.
- Identify, assess and share relevant trends/observations with internal teams, following established escalation and reporting procedures for recurring issues to support service improvements and influence Product/IT roadmaps.
- Collaborate with internal stakeholders across departments, resolving client issues effectively to support operational and market expansion.
- Apply a solution-oriented approach by identifying root causes and contributing to sustainable resolutions, not solely immediate fixes.
- Adhere strictly to CX Charter, internal policies, procedures, quality standards, and regulatory requirements in all client interactions and case handling.
- Handle escalations professionally, ensuring clear communication, accurate documentation, and resolution within agreed timeframes.
- Conduct layer-1 trade investigations and validations with accuracy, and in accordance with approved processes.
- Escalate complex matters to senior managers or relevant stakeholders with complete and timely information.
- Undertake any additional responsibilities as assigned to support Axi’s broader business objectives.
Are you the one?
- Proven experience in a customer service role, preferably within fintech industry.
- Excellent communication and interpersonal skills with the ability to empathize with clients.
- Native or near-native Italian, written and spoken.
- Strong English communication skills, written and spoken.
- Strong problem-solving abilities and a keen attention to detail.
- Ability to work well in a team environment and collaborate effectively with colleagues and other departments.
- Ability to multitask and prioritize workload in a fast-paced environment.
- Self-driven and proactive mindset, not afraid of taking on challenges or responsibilities.
- This role entails the need for the candidate to be able to work on rotating evening shift and weekend shifts.
Axi's bag of delights
- Competitive and attractive compensation.
- Extensive learning opportunities, such as professional training and certifications and soft skills development.
- 21 annual leave days per year, 5 paid study leave days per year, and 1 paid volunteer day per year.
- Health Insurance.
- Hybrid work mode for greater flexibility
Axi's interview journey
- Talent Acquisition Interview (60 minutes)
- Take Home Assessment (1 day)
- Hiring Manager Interview (1 hour)
- Head of Department Interview (30 minutes)
Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency