Frontline Support Team Lead

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
We are looking for an experienced and motivated
Frontline Team Lead
to lead our first-line technical support team. This role combines people management, operational oversight, and close collaboration with technical and operational departments.

The Frontline Team Lead plays a key role in ensuring smooth support operations, timely handling of customer requests, and maintaining high service quality standards.

Reporting Line -
Production Support Lead

Worksite
: Remote

Responsibilities
Leadership & Team Management

• Lead the 1st line technical support team (planning, coaching, motivation).
• Set goals and KPIs, track team performance.
• Ensure proper shift rotation, schedule coverage, and balanced workload distribution.
• Conduct regular 1:1 meetings and performance reviews, provide feedback.
• Mentor new team members and support onboarding and training.

Operational Excellence

• Ensure high-quality ticket handling: response speed, completeness of resolution, communication accuracy.
• Analyze incidents, identify recurring issues, and initiate improvements.
• Optimize frontline processes and implement best practices.
• Work with SLA/OLA and ensure internal metric compliance.

Communication & Coordination

• Escalate complex technical issues to 2nd line support.
• Collaborate with internal departments to improve processes, documentation, and service quality.
• Participate in cross-team initiatives, meetings, and planning activities.

Customer Service

• Ensure an excellent customer experience throughout the support process.
• Personally handle complex or sensitive cases when needed.
• Monitor customer feedback and implement corrective actions.

Reporting & Analytics

• Prepare regular reports (SLA, ticket volume, CSAT, load distribution, repeat issues, errors). Analyze team performance and propose improvements.
• Work with monitoring tools and ticketing systems.

Qualifications

• 2 - 3 years of experience in technical support (1st or 2nd line).
• Understanding of basic IT infrastructure, networking, servers, and monitoring principles.
• Experience with ticketing systems (Jira, Zendesk, or similar).
• Ability to learn new tools and processes quickly.
• English proficiency at B2 level or higher (verbal and written).
• Strong communication skills.
• Ability to lead, motivate, and develop team members.
• Well-organized, structured thinking, stress resistance.
• Strong customer-orientation and responsibility.
• Ability to work in a fast-paced environment and make quick decisions.

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
• 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 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 democratize access to global financial instruments for professional traders and institutional investors.