Team Lead, Client Services

Company & Culture

EXANTE is a pioneering wealth tech company that delivers cutting-edge centralized trading solutions and robust B2B financial infrastructure, driving value through innovative technology. Our proprietary trading platform offers seamless access to diverse financial instruments- including stocks, ETFs, bonds, futures, and options- all within a single, multi-currency account.

We cultivate a culture that transcends the ordinary, where rapid responses to market dynamics and proactive problem-solving are the norm. At EXANTE, the potential to make a meaningful impact is ever-present. Our team members continuously pursue personal and professional growth, empowered to spearhead change across people, processes, and products. True innovation stems from an insatiable desire for improvement, and everyone at EXANTE is committed to fostering this spirit and propelling the company into the future.

As a rapidly expanding global firm with over 600 talented employees from 65 nationalities across 70 locations, we are a frontrunner in the financial sector. Our investment priorities are clear: We prioritize investing in our most valuable asset - our people. Join us in shaping the future of finance.

About the Role

The Team Lead in Client Services sets the standard for exceptional client experiences. This role blends hands-on leadership with operational excellence driving performance, streamlining processes, and building a high-performing team. You’ll lead by example, inspire your team to exceed expectations, and continuously improve service delivery, all while fostering a collaborative, client-first culture.

Reporting line: Head of Client Services

Worksite: Remote

Responsibilities

• Team Leadership & Development:

  • Lead, mentor, and inspire the Client Service team, creating a positive, high-performance culture.

  • Provide regular feedback, coaching, and training to develop team capabilities and morale.

  • Oversee staffing needs, conduct interviews, hire, and onboard new team members.

  • Manage performance: set clear objectives, monitor progress, and conduct reviews.

• Operational Excellence:

  • Streamline workflows to boost efficiency and productivity.

  • Ensure conversations are correctly managed and the queue is healthy.

  • Track KPIs and service metrics, identifying and acting on areas for improvement.

  • Take ownership of customer issues, ensuring timely resolution in collaboration with cross-functional teams.

• Quality & Compliance:

  • Maintain high service standards through rigorous quality control measures.

  • Leverage client feedback to drive continuous improvement.

  • Ensure compliance with internal policies, procedures, and regulatory requirements.

  • Deliver regular qualitative and quantitative reports to senior stakeholders.

• Strategic Initiatives:

  • Lead projects that enhance client satisfaction, retention, and service innovation.

  • Drive initiatives such as help center development, internal documentation, and training workshops.

  • Partner with other departments to deliver cross-functional solutions that elevate the client experience.

Qualifications:

• Proven Leadership: Demonstrated success in a client service leadership role in fast-paced industries (e.g., fin-tech).

• Team Management Expertise: Skilled in performance management, coaching, hiring, and onboarding.

• Operational Experience: Queue management, SLA management, escalation handling, and workforce planning.

• Strong Communication: Excellent verbal and written skills; able to articulate clearly and simplify.

• Analytical Problem-Solver: Data-driven, with the ability to spot trends and implement improvements.

• Cross-Functional Collaboration: Proven ability to work effectively with other teams.

• Reporting Skills: Competence in creating and presenting actionable performance reports.
  

Personality / Mindset

• Integrity & loyalty

• Team player with advanced communication and collaboration skills

• A hands-on, can-do attitude - always looking for solutions and thinking out of the box

• Overachiever mentality

• Capability to work and succeed in the fast pace and ever-changing environment
  

We offer*

• Competitive salary & performance-based bonus programs

• Corporate benefits (choose your preferred options)

• Truly inspiring culture, pleasant and informal work environment

• Ongoing education & training programs

• Opportunity to network and connect in the Corporate Events

• Global career opportunities

*Benefits/perks listed above may vary depending on the nature of your employment with the company and the country where you work.

A group of disruptive technology experts created EXANTE. With an impressive track record in the industry and knowledge of the markets, our systems are built to democratise access to global financial instruments for professional traders and institutional investors.