Head of Client Services (Prop & Brokerage)
Finotive is a global prop firm and regulated brokerage serving 70,000+ active traders worldwide
.
With Finotive Funding scaling rapidly and Finotive Markets now fully regulated by the FSC ahead of its imminent launch, we are entering our next major growth phase — one where client service quality, trader retention and public reputation directly drive the business
.
We are seeking a senior leader to run and build Finotive's entire customer service function across both Prop Firm and Brokerage
.
This role owns everything from support teams, service frameworks and escalation
, to AI support quality, knowledge base accuracy and trader engagement
, and acts as a front-facing representative of the Finotive brand at expos, events and key client meetings.
This is not a corporate CX role.
It is a hands‑on leadership role for someone who already understands prop firm rules, brokerage mechanics and trader behaviour and knows how to build high‑performance support teams in the trading industry.
If your background is primarily in traditional banking, payments, consulting or general corporate environments
, this role will not be a fit.
Applicants must have direct leadership experience in at least one of the following:
- Proprietary Trading Firms
- Retail Brokerages (CFD, FX, Futures, Crypto)
- Trading Platforms or Trading Technology Providers
Experience with out direct exposure to the trading industry will not be considered
.
- Architect and own the end‑to‑end client support and engagement operation
- Recruit, train, manage and scale global support teams
- Design operating frameworks, escalation models and service standards
- Build and manage team rotas ensuring continuous global coverage
- Define and enforce performance metrics across quality, speed, satisfaction and retention
- Own the full client journey across both Prop and Brokerage, from onboarding through to long‑term retention
- Lead Finotive’s Trustpilot, public reviews and online reputation strategy
- Personally manage high‑value clients, complex cases and key relationships
- Represent Finotive in a front‑facing leadership capacity at global expos, industry events and client meetings
- Work closely with Marketing teams to design, execute and continuously refine Finotive’s expo presence
, including:- Booth design and layout
- Brand positioning and messaging
- Merchandise concepts, production and distribution
- On‑site client experience, engagement flows and follow‑up strategy
- Ensure all in‑person brand touchpoints reflect the same high standard of experience delivered across Finotive’s digital platforms
- Travel internationally as required to support launches, expos and key partner engagements
- Maintain a full working understanding of:
- Finotive’s complete product ecosystem and trading conditions
- All current prop firm rules and evaluation frameworks
- Brokerage onboarding, execution and compliance workflows
- Work closely with Risk, Compliance and senior leadership to ensure all customer‑facing communication accurately reflects approved rules, policies and regulatory requirements
- Act as the internal authority for customer‑facing knowledge, training and communication standards
- Ensure all support teams operate with a clear, accurate and compliant understanding of Finotive’s products and client obligations
- Take ownership of the day‑to‑day effectiveness and performance of the client support operation
- Work closely with UI/UX, Product and Development to provide requirements and continuous feedback for the evolution of Finotive’s CRM, ticketing platform and knowledge base
- Ensure all client‑facing documentation, FAQs and written materials remain accurate, current and compliant, in coordination with Risk and Compliance
- Identify opportunities to improve efficiency across the client operation and propose workflow and tooling enhancements
- Continuously refine service processes and support frameworks as the business scales
- Own and administer our Gleap AI support setup, ensuring it remains accurate and…
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