Customer Support Operations Team Lead (LATAM)
About Weltrade
Weltrade is a leading international Fintech company with over two decades of stability and trust in the global FX and online trading industry. Established in 2006, we operate as a truly global, remote-first organization, bringing together high-performing professionals across multiple time zones.
We focus on building scalable trading infrastructure and high-impact commercial ecosystems that drive sustainable client acquisition worldwide. At Weltrade, we value ownership, autonomy, and measurable impact.
About your Role
In this role, you will join the Customer Success Department, a results-driven team dedicated to delivering a consistent, high-quality support experience across our global client base. As the Customer Support Operations Team Lead for the LATAM region, your mission is to drive operational excellence through workforce planning, quality assurance, and continuous process optimization. Your primary challenge will be maintaining support operations that balance service quality, operational efficiency, and team performance while ensuring exceptional client experiences across every interaction. Your work will directly contribute to stronger client satisfaction, higher retention, and Weltrade's mission of providing secure, transparent, and accessible trading services to clients worldwide. We are looking for a self-sufficient leader who thrives in an autonomous environment, enjoys structuring complex operational processes, and is passionate about building high-performing support teams.
You Have
- Leadership Experience: 3+ years of experience leading Customer Support or Customer Operations teams within Fintech, Forex, online trading, or another high-volume service environment, with a proven track record of achieving operational KPIs.
- Workforce Management & Operations: Hands-on experience with workforce planning, shift scheduling, capacity forecasting, and workload optimization to maintain consistent service levels across multiple support channels.
- Quality Assurance & Process Improvement: Demonstrated experience designing and implementing quality assurance programs, developing SOPs, knowledge bases, and continuously improving operational processes through data-driven decision-making.
- Performance Analytics: Strong analytical skills with experience monitoring customer satisfaction, operational metrics, and team performance, translating insights into measurable service improvements.
- Language & Collaboration: Professional proficiency in English and Spanish, with experience collaborating across distributed teams in a remote-first, international environment.
Good to Have
- Previous experience within the Forex, CFD, or broader financial services industry.
- Experience implementing or optimizing customer support platforms, workforce management tools, or knowledge management systems.
- Experience leading multicultural, multilingual customer support teams across different time zones.
What We Offer
- Remote-First Flexibility: We operate fully remotely and offer a global and cross-functional environment.
- Ownership & Impact: A chance to own ideas, optimize critical operations, and directly influence the customer experience across global markets.
- Wellbeing: A balanced leave allowance (paid vacation, sick leave, public holidays, etc.) and a supportive culture that values sustainable performance.
Recruitment Process
Application Review → HR Interview → Technical Interview → Final Interview → Offer