Job VC
Lead Support
Technologies
Description
About the Company
nomo
is an international next-gen broker actively expanding across the markets of LatAm, MENA, SA, and SEA. We provide clients with access to cutting-edge solutions in trading and copy-trading. We offer a variety of assets to trade (Forex, Stocks, Crypto, Indices, Synthetic Indices, Commodities) and enhance traders’ experience with AI-powered features. Clients enjoy both
Nomo Trading Platform
(a proprietary modern solution featuring an intuitive, user-friendly interface) and
MetaTrader 5 (MT5)
(classic trading platform with professional analysis and execution tools). Own mobile application provides an on-the-go flexible trading experience. We aim to attract more than
150,000 clients
within the next three years.
What You Will Do:
Own end-to-end customer support operations: strategy, execution, technology, people, and performance
Lead the migration to a modern support platform (Intercom), including setup, channel unification (live chat, email, in-app, WhatsApp), and CRM integration
Deploy and continuously optimize AI-powered automation (Fin AI Agent) to achieve 50%+ ticket deflection
Build and manage the Help Center / Knowledge Base — from content strategy to ongoing maintenance
Design and enforce the KPI/SLA framework (First Response Time, CSAT, FCR, Resolution Time, AI Deflection Rate)
Establish and run the Quality Assurance program: ticket audits, agent scoring, calibration sessions
Manage and develop the support team (L1 outstaff agents + L2 specialists) — hiring, scheduling, training, coaching, performance management
Scale the operation from current 16h/7d coverage to full 24/7 multilingual support
Implement a tiered VIP support model for high-value clients
Partner with Product, Payments, Sales, and Compliance teams on cross-functional issue resolution and product feedback
Own support analytics and reporting: real-time dashboards, weekly operational reports, monthly strategic reviews to leadership
Drive proactive support initiatives — automated triggers, onboarding flows, in-app guidance — to prevent tickets at source
What You Bring:
3+ years of experience in customer support management/leadership within CFD/Forex/fintech/iGaming/high-velocity B2C
Hands-on experience with modern support platforms (Intercom, Zendesk, Freshdesk, or similar) — Intercom experience is a strong plus
Proven track record of building support operations from scratch or leading a significant transformation (process design, tech migration, team scaling)
Experience deploying and optimizing AI/chatbot automation in a support environment
Strong understanding of support KPIs and operational metrics (CSAT, NPS, FRT, ART, FCR, SLA compliance) and how to manage them
Experience managing outsourced/outstaff support teams across time zones
Knowledge base and help center content management experience
Strong analytical mindset; comfortable working with dashboards, cohort data, and performance reporting
Excellent process design and documentation skills
English level — B2+ (Spanish language proficiency is a strong plus)
Nice to Have:
Experience specifically with Intercom and Fin AI Agent
Background in CFD/Forex brokerage support (understanding of KYC, deposits/withdrawals, trading platforms, margin/leverage)
Experience building multilingual support operations for LatAm and/or MENA markets
Familiarity with CRM systems used in brokerage (HubSpot, FXBO, Syntellicore)
Experience with MetaTrader 5 (MT5) from a support perspective
What we offer:
KPI-based bonus system
Participation in a large-scale international project at an active growth stage
Freedom to build and develop a global partner network
Full support from marketing, product, sales, and management teams
Participation in international conferences and events covered by the company
Work with innovative AI-driven trading and copytrading products
nomo
is an international next-gen broker actively expanding across the markets of LatAm, MENA, SA, and SEA. We provide clients with access to cutting-edge solutions in trading and copy-trading. We offer a variety of assets to trade (Forex, Stocks, Crypto, Indices, Synthetic Indices, Commodities) and enhance traders’ experience with AI-powered features. Clients enjoy both
Nomo Trading Platform
(a proprietary modern solution featuring an intuitive, user-friendly interface) and
MetaTrader 5 (MT5)
(classic trading platform with professional analysis and execution tools). Own mobile application provides an on-the-go flexible trading experience. We aim to attract more than
150,000 clients
within the next three years.
What You Will Do:
Own end-to-end customer support operations: strategy, execution, technology, people, and performance
Lead the migration to a modern support platform (Intercom), including setup, channel unification (live chat, email, in-app, WhatsApp), and CRM integration
Deploy and continuously optimize AI-powered automation (Fin AI Agent) to achieve 50%+ ticket deflection
Build and manage the Help Center / Knowledge Base — from content strategy to ongoing maintenance
Design and enforce the KPI/SLA framework (First Response Time, CSAT, FCR, Resolution Time, AI Deflection Rate)
Establish and run the Quality Assurance program: ticket audits, agent scoring, calibration sessions
Manage and develop the support team (L1 outstaff agents + L2 specialists) — hiring, scheduling, training, coaching, performance management
Scale the operation from current 16h/7d coverage to full 24/7 multilingual support
Implement a tiered VIP support model for high-value clients
Partner with Product, Payments, Sales, and Compliance teams on cross-functional issue resolution and product feedback
Own support analytics and reporting: real-time dashboards, weekly operational reports, monthly strategic reviews to leadership
Drive proactive support initiatives — automated triggers, onboarding flows, in-app guidance — to prevent tickets at source
What You Bring:
3+ years of experience in customer support management/leadership within CFD/Forex/fintech/iGaming/high-velocity B2C
Hands-on experience with modern support platforms (Intercom, Zendesk, Freshdesk, or similar) — Intercom experience is a strong plus
Proven track record of building support operations from scratch or leading a significant transformation (process design, tech migration, team scaling)
Experience deploying and optimizing AI/chatbot automation in a support environment
Strong understanding of support KPIs and operational metrics (CSAT, NPS, FRT, ART, FCR, SLA compliance) and how to manage them
Experience managing outsourced/outstaff support teams across time zones
Knowledge base and help center content management experience
Strong analytical mindset; comfortable working with dashboards, cohort data, and performance reporting
Excellent process design and documentation skills
English level — B2+ (Spanish language proficiency is a strong plus)
Nice to Have:
Experience specifically with Intercom and Fin AI Agent
Background in CFD/Forex brokerage support (understanding of KYC, deposits/withdrawals, trading platforms, margin/leverage)
Experience building multilingual support operations for LatAm and/or MENA markets
Familiarity with CRM systems used in brokerage (HubSpot, FXBO, Syntellicore)
Experience with MetaTrader 5 (MT5) from a support perspective
What we offer:
KPI-based bonus system
Participation in a large-scale international project at an active growth stage
Freedom to build and develop a global partner network
Full support from marketing, product, sales, and management teams
Participation in international conferences and events covered by the company
Work with innovative AI-driven trading and copytrading products