Client Support & Complaints Handling Manager

OverviewThe Client Support & Complaints Handling Manager oversees client support operations and complaints handling for a VARA-regulated VASP, ensuring issues are managed in a fair, timely, and well-documented manner across onboarding, account support, funding, and transaction enquiries.The role ensures complaints are properly logged, investigated, and resolved within required timelines, with clear client communication, effective remediation, and escalation of recurring or material issues. It supports compliance with applicable conduct, complaints handling, and reporting requirements.Key ResponsibilitiesManage day-to-day client support across approved channels (email, ticketing, phone)Ensure all complaints are promptly identified, logged, and categorisedAcknowledge complaints and provide timely, clear client updatesCoordinate independent and objective complaint investigationsOversee resolution, remediation, and closure within required timelinesMaintain complaint procedures, templates, and escalation workflowsEscalate material issues, conduct risks, and regulatory concernsProduce complaint MI, trend analysis, and root cause insightsEnsure high-quality, professional, and compliant client communicationsDrive service improvements by identifying recurring issuesMaintain complete records for audit and regulatory readinessSupport training on complaint handling and escalation standardsQualificationsBachelor’s degree in business, Customer Operations, Communications, Law, or a related discipline.Minimum 5 years of experience in client support, complaints handling, operations, or service management within a controlled or regulated environment.Experience in financial services, brokerage, fintech, payments, or virtual assets is strongly preferred.Experience operating ticketing systems, escalation workflows, and complaint registers is preferred.Strong understanding of client communication discipline, service remediation, and evidence-based case handling.#J-18808-Ljbffr