CXM Direct

• Oversee a team of employees and monitor their performance • Provide coaching, guidance, and support to team members • Set team goals, objectives, and performance metrics • Monitor team productivity and ensure targets are met or exceeded • Identify areas for improvement and implement strategies to enhance team performance • Collaborate with other team leaders and stakeholders to achieve overall company objectives • Ensure compliance with company policies, procedures, and industry regulations • Conduct regular performance evaluations and provide feedback to team members • Motivate and inspire team members to achieve their full potential

• Manage and expand relationships with existing clients to drive retention and growth • Proactively identify upselling opportunities and collaborate with the sales team to maximize revenue • Understand client needs and provide customized solutions and support • Address client inquiries, resolve issues, and provide excellent customer service • Stay up-to-date with industry trends and market conditions • Collaborate with internal teams to ensure client satisfaction and successful implementation • Prepare reports and present updates on client performance and account metrics

• Effectively managing the company chats, E-mails and calls • Identifying and assessing customer’s needs to achieve satisfaction • Receiving and handling inquiries from New Leads and clients through Phone Calls, Chat, E-mails and Portal • Offer support to the lead/client within the specified time frame • Updating CRM and keeping records of all communications and action taken • Interact with other departments to solve inquires raised by clients that requires further investigation by sending tasks • Follow up with clients and schedule call backs to ensure optimum results and customer satisfaction

• Effectively manage company communication channels, including live chat, emails, and phone calls. • Identify and assess customers’ needs to ensure a high level of satisfaction. • Receive and handle inquiries from new leads and existing clients via phone, chat, email, and client portal. • Provide timely and accurate support to clients within the specified time frame. • Maintain and update CRM records with all customer interactions and actions taken. • Coordinate with internal departments by creating and assigning tasks for inquiries that require further investigation. • Follow up with clients and schedule callbacks to ensure resolution and customer satisfaction. • Work independently as well as collaboratively in a team environment. • Adhere to standard operating procedures and company policies at all times.

Job Description: This is a high-impact position at the center of a complex multijurisdictional structure spanning +8 entities across the EU, UAE, South Africa, and Southeast Asia. This role is ideal for an experienced paralegal or legal operations professional with financial regulatory experience (especially around payment service providers (PSPs), fintech licensing, cross-border compliance, and commercial contracting) who thrives in fast-paced, international environments. What you’ll be doing: Contracting - Conduct first-pass reviews of cross-border commercial agreements, including vendor, banking, and PSP contracts - Coordinate contract execution, track key terms, and maintain contract records across group entities - Support negotiations by flagging legal and commercial risks for escalation to legal counsel - Ensure consistency and alignment of contractual standards across jurisdictions - Track and manage key contract terms across the group Regulatory and Compliance Support - Support AML, KYC, sanctions, and financial crime compliance processes in coordination with Legal and Compliance - Assist with regulatory filings, licensing applications, and ongoing submissions - Manage onboarding and due diligence for PSPs, banks, and key counterparties - Conduct applicable legal research - Advise on FX regulatory frameworks Risk mitigation and Operational Execution - Support implementation of group-wide legal and compliance policies - Liaise with external counsel, regulators, and service providers as needed - Translate legal and regulatory requirements into clear, practical guidance for internal teams - Track regulatory obligations and help ensure timely execution across jurisdictions

• Drive both B2B sales through Introducing Brokers (IBs) • Within the first 3–6 months, establish a client base generating at least $50,000 per month in deposits, based on initial book estimation. • Organize and participate in seminars, events, and meetings with Introducing Brokers (IBs). • Identify IBs’ pain points and develop tailored solutions and unique offers. • Strengthen relationships with IBs to increase business share and long-term collaboration.