Senior Customer Support Specialist

Are you passionate about delivering top-tier customer support while ensuring compliance in a fast-paced environment?

Join Prime Partners as a Senior Customer Support Specialist and be part of a growing, dynamic team committed to client satisfaction and operational integrity.

Responsibilities

• Provide exceptional customer support via email, chat, and other channels, with a focus on speed, accuracy, and care
• Resolve complex customer issues independently and efficiently
• Mentor junior team members and contribute to improving support processes
• Review and validate KYC documents in line with regulatory requirements
• Monitor customer activity for potential risks and escalate concerns when necessary
• Draft and maintain internal policies and compliance documentation
• Oversee refund and wire transfer workflows, chargebacks, and risk assessments
• Collaborate with cross-functional teams to improve service delivery and address customer needs
• Ensure compliance with AML/CFT regulations and relevant legal frameworks
• Prepare regular reports for management on compliance trends and risks

Qualifications

• 3+ years of experience as a Team Lead in Customer Support or a similar role
• Strong skills in spreadsheets, databases, and CRM systems
• Excellent verbal and written communication skills in English (mandatory)
• Ability to handle sensitive and confidential situations with professionalism
• Strong interpersonal, presentation, and problem-solving skills
• Commitment to ethical behavior and adherence to company policies and legislation
• Analytical skills with attention to detail and process improvement mindset

If you are ready to take your customer support expertise to the next level while ensuring operational compliance, we’d love to hear from you!

• Working days are Mo. – Fr. The hours will be 10:00 am – 19:00 pm
• Working alongside driven people in the industry;
• A great young team of professionals;