Customer Success Officer - Libertex Group
- Role
- Support
- Experience
- Mid
- Employment
- Full-time
Open to CO only. Set where you work from to check your eligibility.
No BS summary
Customer Success QA role focused on quality monitoring for customer interactions in fintech trading. Requires minimum 2 years' experience in Quality Control/Assurance/Monitoring within Forex, CFD, Brokerage, Financial Markets or FinTech and proven experience evaluating chats, emails and phone calls.
Core skills
Required skills
Optional languages
💼 Hiring: Customer Success Officer - Libertex Group 📍 Bogotá, Colombia (Remote) | 🕐 Posted 4 hours ago - June 21, 2026 | 💼 Full-time | 🧑💻 Operations
Libertex Group is hiring a Customer Success Officer to ensure service excellence through quality monitoring and team development in the fintech trading sector.
📋 Responsibilities include:
- Conduct quality assessments of customer interactions across live chat, email, and phone channels.
- Perform regular quality reviews using automated monitoring tools and manual evaluation methods.
- Evaluate communications against internal standards, compliance requirements, regulatory expectations, and customer service best practices.
- Monitor the quality of interactions handled by Customer Support and Customer Care teams.
- Identify performance gaps, recurring issues, and process improvement opportunities.
- Provide quality evaluations, reports, scorecards, and trend analyses with actionable recommendations.
- Conduct regular 1:1 coaching and feedback sessions with agents.
- Create, maintain, and update quality guidelines, internal procedures, evaluation criteria, and operational documentation in English.
- Participate in calibration sessions to ensure consistent assessments.
- Collaborate with the Global Head of Customer Success on QA process improvements.
🔑 Requirements:
- Minimum 2 years of experience in Quality Control, Quality Assurance, or Quality Monitoring within Forex, CFD, Brokerage, Financial Markets, or FinTech.
- Strong understanding of Forex and CFD products, trading platforms, brokerage operations, and customer lifecycle management.
- Proven experience evaluating chats, emails, phone calls against quality standards.
- Fluent English at C1 level with excellent written and verbal communication skills.
- Strong business writing skills for professional documentation and guidelines in English.
- Experience conducting quality reviews, giving feedback, and coaching employees.
- Excellent analytical, organizational, and problem-solving skills.
- Experience using CRM systems, ticketing platforms, and quality monitoring tools.
- Ability to work independently in a fast-paced environment.
💡 Perks & Benefits:
- Quarterly bonuses based on company performance.
- 21 working days of annual leave.
- Corporate events and team-building activities.
- Udemy Business unlimited membership and language training courses.
- Professional and personal development opportunities in a fast-growing environment.
- Inclusive and diverse workplace with equal opportunity hiring.
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What you'll do
- Conduct quality assessments of customer interactions across live chat, email, and phone channels.
- Perform regular quality reviews using automated monitoring tools and manual evaluation methods and evaluate communications against internal standards, compliance and regulatory expectations.
- Monitor interactions handled by Customer Support and Customer Care teams, identify performance gaps, recurring issues, and process improvement opportunities.
- Provide quality evaluations, reports, scorecards and trend analyses with actionable recommendations; participate in calibration sessions to ensure consistent assessments.
- Conduct regular 1:1 coaching and feedback sessions with agents; create, maintain and update quality guidelines, internal procedures, evaluation criteria and operational documentation in English.
What they require
- Minimum 2 years of experience in Quality Control, Quality Assurance, or Quality Monitoring within Forex, CFD, Brokerage, Financial Markets, or FinTech.
- Strong understanding of Forex and CFD products, trading platforms, brokerage operations, and customer lifecycle management.
- Proven experience evaluating chats, emails and phone calls against quality standards and conducting quality reviews, feedback and coaching.
- Fluent English at C1 level with excellent written and verbal communication and strong business writing skills for professional documentation in English.
- Experience using CRM systems, ticketing platforms and quality monitoring tools; ability to work independently in a fast-paced environment.
Benefits
- Quarterly bonuses based on company performance.
- 21 working days of annual leave.
- Corporate events and team-building activities.
- Udemy Business unlimited membership and language training courses.
- Professional and personal development opportunities in a fast-growing environment.
Libertex Group is a multi-awarded online trading platform enabling traders to access the market and invest in various assets.