Zeal Group

Customer Success Manager

• Own the AI and automation roadmap for the Client Experience function in partnership with the Head of Client Experience.
• Improve the current chatbot and related AI tools, with focus on response quality, intent handling, containment, escalation logic, and customer satisfaction.
• Identify, evaluate, and implement suitable AI solutions, workflows, and service automation opportunities across customer support operations.
• Work closely with Product, Engineering, and relevant stakeholders on integrations, platform enhancements, and implementation of AI-related initiatives.
• Improve customer support workflows, knowledge base structure, and automation logic across customer service platforms and tools.
• Use service data, chatbot analytics, and customer feedback to measure performance, identify gaps, and drive continuous improvement.

AI Client Experience Manager

Customer Support

• Provide timely, accurate, and professional support to customers through live chat, email, and phone.
• Handle inbound and outbound customer interactions, including service-related follow-ups and telesales activities where required.
• Deliver a high-quality customer experience in every interaction with clients.
• Support LATAM clients with a strong understanding of local customer behavior, communication style, and service expectations.
• Follow established SOPs, internal guidelines, and service standards in daily operations.
• Meet individual and team KPIs, including response time, resolution quality, customer satisfaction, and productivity metrics.
• Identify, escalate, and document customer issues, operational gaps, and recurring service challenges to the Team Leader.
• Highlight common customer enquiries, trends, and pain points to support continuous process and product improvement.
• Manage customer expectations effectively and escalate complex cases to the Team Leader when needed to achieve fair and practical solutions.
• Stay up to date with product knowledge, process changes, campaigns, and system updates through regular training and team briefings.
• Attend and actively participate in team huddles, training sessions, and operational meetings.
• Collaborate closely with internal stakeholders to ensure smooth issue resolution and service delivery.
• Embody Zeal Group’s core values in all interactions with customers and colleagues.

Customer Service Associate, Spanish & Portuguese Speaker

Account Manager

• Identify, recruit, and onboard high-value Introducing Brokers (IBs) and strategic partners within the Brazilian territory.
• Actively prospect and close new individual and corporate clients through direct outreach and networking.
• Maintain and scale long-term relationships to ensure partner loyalty and high lifetime value.
• Build, manage, and curate high-impact social media pages (Instagram, LinkedIn, YouTube, etc.) tailored to the Brazilian audience.
• Develop content calendars that align with global marketing goals while remaining culturally relevant to the local market.
• Implement aggressive strategies to drive organic and paid traffic from social platforms to our products/services.
• Optimize the conversion funnel to ensure social media engagement translates into measurable revenue and active accounts.
• Serve as the official Brand Ambassador for Brazil, utilizing your personal brand to build trust and credibility.
• Create "face-of-the-brand" content (videos, webinars, and live sessions) to humanize our presence in the region.
• Leverage your professional network to open doors and secure high-level meetings.

Growth Marketing & Partnerships Manager

Sales

• Lead and manage the sales team to achieve monthly, quarterly, and annual funded account, volume, and revenue targets.
• Drive new client acquisition through direct sales, referrals, IB networks, and affiliate partnerships.
• Build and execute country-level sales plans for Iraq and the UAE in line with wider MENA growth objectives.
• Coach, train, and monitor team members to improve lead conversion, follow-up quality, and client relationship management.
• Track daily sales activity, team productivity, deposit performance, and pipeline quality through CRM reporting.
• Develop strong relationships with high-value prospects, active traders, partners, and business introducers.
• Work closely with marketing, retention, dealing, and customer support teams to improve the full client journey from lead to funded trader.
• Ensure all sales activity follows internal compliance standards, approved scripts, and applicable local market requirements.
• Identify hiring needs, support onboarding, and help build a high-performance sales culture across the region.
• Provide regular market feedback on competitor activity, client objections, product demand, and growth opportunities.

AI Client Experience Manager

Customer Service Associate, Spanish & Portuguese Speaker

Growth Marketing & Partnerships Manager

Sales Team Lead