Client Services - Technical Assistance Supervisor

Interactive Brokers Group
Mumbai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Leadership","Communication","Client satisfaction","Process improvement","Coaching"]

Lead and supervise a team of client technical support professionals, ensuring clients receive exceptional assistance with complex issues across trading platforms, account setup, and software functionality. Serve as an escalation point, drive issue troubleshooting and resolution, and maintain high client satisfaction. Improve support workflows, deliver training, monitor SLAs and performance metrics, and document and report trends and service outcomes to management.

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Interactive Brokers Group
Interactive Brokers Group
4 months ago

Client Services - Technical Assistance Supervisor

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 days agoStatus: Live

Job Summary

Lead and supervise a team of client technical support professionals, ensuring clients receive exceptional assistance with complex issues across trading platforms, account setup, and software functionality. Serve as an escalation point, drive issue troubleshooting and resolution, and maintain high client satisfaction. Improve support workflows, deliver training, monitor SLAs and performance metrics, and document and report trends and service outcomes to management.
Location: Mumbai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, mentor, and guide a team of technical assistance client support representatives.
  • •Oversee troubleshooting and resolution of complex technical issues related to trading platforms, account setup, and software functionalities.
  • •Act as an escalation point and communicate clear, professional solutions to clients while maintaining satisfaction.
  • •Identify and implement process improvements to enhance the technical support workflow efficiency and effectiveness.
  • •Monitor SLAs and performance metrics, develop training sessions, and report trends and team performance to management.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceLife InsuranceAnnual BonusMeal Allowance

Key Requirements

  • •3+ years in a client-facing support role.
  • •5+ years supporting Windows, Macs, software, and connectivity issues.
  • •Experience in a supervisory, team lead, or technical lead role with proven leadership and coaching.
  • •Strong communication and interpersonal skills for working with clients and internal stakeholders.
  • •Experience with support ticketing systems (knowledge of Confluence/JIRA is a plus).
Experience:5+ yearsClient supportTrading platformsFinancial services
Education:Bachelor's
Skills:LeadershipCommunicationClient satisfactionProcess improvementCoaching
Certifications:IT certification
Languages:English
Tech Stack:WindowsMacOSSoftwareConnectivity supportConfluenceJIRA

Company Brief

Interactive Brokers Group
Operates an electronic trading platform providing brokerage services for individuals and institutions across global markets, offering equities, options, futures, forex, bonds, and related clearing and custody services with advanced trading technology and low-cost executions.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Greenwich, United States
Founded: 1977
WebsiteLinkedIn