Customer Operations Officer (Russian-speaking)

Company: International Organization Position: Customer Operations Officer (Russian-speaking) Industry: Financial Services / Trading Languages: Native Russian and fluent English About the Organization The organization operates in the financial services and trading sector, providing clients with access to trading products, platforms, and funded trader programs. Its customer operations team supports clients throughout their journey, from initial enquiries and registration to verification, account activation, payments, and ongoing engagement. Job Summary The Customer Operations Officer will be responsible for providing client support, completing onboarding and verification activities, processing operational requests, and supporting client activation and retention. The role combines customer service, operational accuracy, and a commercial mindset. It requires someone who can resolve enquiries professionally, handle sensitive client information carefully, and coordinate with internal teams to deliver a smooth client experience. Mission of the Role To help clients onboard, activate, and use trading services successfully by providing timely support, accurate operational processing, and consistent follow-up, while meeting service, compliance, and business targets. Key Performance Objectives 1. Deliver timely, accurate support and resolve client enquiries Typical tasks include supporting clients through live chat, email, social media, and other approved channels, and answering questions about challenge programs, trading rules, funded accounts, verification, payments, withdrawals, platform access, and promotions. The Customer Operations Officer will investigate and resolve enquiries within established response-time and service-quality standards, escalating complex, technical, or compliance-related cases to the appropriate teams. 2. Complete client onboarding and verification accurately Typical tasks include reviewing identification and supporting documents for completeness, authenticity, and consistency; following up on missing information or discrepancies; and supporting account amendments and profile updates. The officer will ensure that onboarding and KYC requirements are completed according to internal policies, maintain accurate customer records, and escalate potential risk indicators through the appropriate channels. 3. Process operational and payment requests within agreed service levels Typical tasks include handling challenge purchases, account activations, payout and refund requests, account changes, operational investigations, and client escalations. The officer will process requests accurately, coordinate with payment providers and Finance teams to resolve payment issues, and maintain complete documentation and audit trails. Errors, unusual activity, and high-risk cases will be identified and escalated according to internal procedures. 4. Convert interested prospects into active clients Typical tasks include engaging with inbound leads, explaining challenge models, evaluation requirements, trading rules, funding opportunities, and profit-sharing structures, and helping prospective clients understand the available products. The officer will follow up on abandoned registrations and incomplete purchases, support promotional campaigns, and contribute to individual and team conversion and activation targets through clear, consultative conversations. 5. Strengthen client retention and re-engagement Typical tasks include building relationships with traders and funded clients, contacting inactive users, explaining available features and services, and supporting trader engagement and community initiatives. The officer will identify opportunities to improve retention, encourage re-engagement, and contribute to team retention targets and long-term client value. 6. Maintain operational controls and improve the client experience Typical tasks include keeping CRM records and operational documentation accurate, following information-security and client-data standards, collecting client feedback, and identifying recurring issues. The officer will work within established compliance and fraud-prevention controls and contribute practical suggestions to improve workflows, service quality, and overall business performance. Required Skills and Qualifications 2–4 years of experience in Customer Support, Customer Success, Operations, Sales, Onboarding, or a similar client-facing role. Native Russian and fluent English, both written and spoken. Experience using 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 multiple operational systems and platforms simultaneously. Strong customer service mindset and excellent communication skills. Commercial awareness and the ability to identify relevant sales opportunities. High attention to detail and strong organizational skills. Sound problem-solving and decision-making abilities. Ability to manage competing priorities in a fast-paced, target-driven environment. A proactive, collaborative approach and ownership of assigned tasks. Preferred Experience and Knowledge Experience in proprietary trading, CFD/FX, FinTech, Payments, Crypto, or Financial Services. Experience supporting funded trader programs. Knowledge of retail trading, futures, forex, CFDs, or crypto markets. Understanding of KYC, AML, and fraud-prevention principles. Previous experience providing live chat support. Compensation and Opportunities Compensation and employment details will be discussed during the recruitment process. The role offers the opportunity to: Gain experience across customer support, onboarding, payments, and trading operations. Collaborate with Finance, Payments, Compliance, and technical teams. Contribute directly to client activation, retention, and service improvements. Develop expertise in trading products and funded trader programs. Hiring Process Applications are managed through the recruitment agency handling the search. Selected candidates will receive further information about the organization, employment terms, and interview stages during the recruitment process.