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.

Mandatory Industry Experience

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 without direct exposure to the trading industry will not be considered.

Key Responsibilities

Client Operations Leadership

• 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

Client Experience & Brand Ownership

• 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

Industry & Product Authority

• 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

Systems & Process Engineering

• 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

AI (Gleap) & Knowledge Base Ownership

• Own and administer our Gleap AI support setup, ensuring it remains accurate and aligned with current products, rules, policies and processes
• Maintain and continuously improve the knowledge base and FAQ content that powers Gleap, including:
• Creating and updating articles, promos, macros and standard responses
• Adding new scenarios as products/rules evolve
• Removing or correcting outdated guidance
• Regularly quality-check AI answers and support flows, identifying inaccuracies, gaps and recurring failure points
• Coordinate with Risk, Compliance and internal teams to verify sensitive or policy-related responses before publishing updates
• Track common customer questions and convert them into structured knowledge base updates to reduce ticket volume and improve first-contact resolution

Performance, Insight & Growth

• Build, manage and continuously develop the customer service team across Finotive Funding and Finotive Markets
• Set, monitor and enforce all key service KPIs, including:
• Response times
• Resolution times
• Ticket backlog
• Customer satisfaction (CSAT)
• Retention and churn impact
• Design and manage support rotas and coverage models to ensure consistent service levels across time zones
• Conduct regular performance reviews, coaching and training for all support staff
• Produce clear weekly and monthly performance reports for senior management
• Build structured feedback loops from support into Product, Risk, Marketing and Compliance
• Support the global launch and ongoing scale of Finotive Markets through strong client operations and retention execution

Required Profile

• Senior leadership experience in Prop Firms, Brokerages, Trading Platforms or Fintech
• Deep technical knowledge of trading rules, risk models and trader psychology
• Proven experience building and scaling client or operations teams
• Strong commercial, analytical and strategic mindset
• Excellent communication and executive presence
• Experience with CRMs, AI support tools and large-scale support infrastructure

Location & Working Model

• Dubai-based
• Can start remote immediately
• On-site in Dubai by end of Q1 2026 (mandatory)

This is a rare opportunity to step into a senior leadership role within one of the fastest-growing trading ecosystems in the industry and directly shape how tens of thousands of traders experience the Finotive brand.

If you thrive in high-growth environments, understand this industry inside-out, and want real ownership over outcomes — we want to hear from you.