Client Experience Officer

Who we are

The Pepperstone story started in 2010. We know what it's like to trade the world's markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech, we're digital, nimble, connected, and united in our vision to create a better way to trade.

We thrive on progress – for our clients and for ourselves. Our organizational culture is ever-evolving, vibrant, diverse, global, and results-focused. You'll find our 550+ team currently across 11 locations and 9 time zones.

About the Role

This role will support Pepperstone's client experience by providing exceptional pre- and post-sales inbound support via live chat, email, social media, and phone. Reporting to the Team Leader based in Santiago, Chile, the Client Experience Officer will work closely with the Client Experience team to monitor trading conditions, resolve client issues, and ensure compliance with regulatory requirements.

As our Client Experience Officer, your key responsibilities will include:

• Delivering high-quality customer support through live chat, email, and phone, aligned with KPIs and service standards
• Managing the client experience inbox and other communication channels with timely and accurate responses
• Documenting and categorising client issues to generate insights for service improvement
• Maintaining and updating the Website Support Page and Knowledge Base
• Enhancing communication methods and channels to improve client experience
• Supporting client conversion and retention efforts
• Assisting clients with account verification when needed

About You

• Candidate should have experience working in a similar customer service role
• Ideally a background in financial services or fintech
• Familiarity with CRM systems and trading platforms (MT4, MT5)
• Degree in business, communications, or related field
• Experience in client support and problem resolution
• Fluency in both English and Spanish
• Strong communication and relationship-building abilities
• Attention to detail and ability to work under pressure
• Comfortable in a fast-paced, evolving environment
• Proficient in Microsoft Office, Google Drive, Gmail, Slack
• Committed to continuous learning and living Pepperstone's values

Why you will enjoy working with us

• Competitive salary structure including company bonus scheme
• Genuinely collaborative and friendly culture
• Flexible and hybrid working
• Remote working option – work from anywhere for up to 6 weeks per year
• Ongoing personal development & learning opportunities
• Paid annual leave and paid sick leave
• 3 paid volunteering days per year & Workplace Giving Program
• Periodic recognition and reward programs for outstanding performance and achievements
• Frequent events and celebrations
• Employee Assistance Program & Wellbeing Initiatives

More about Pepperstone

We're a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence. You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and move forward with impact.

Pepperstone is an equal-opportunity employer. We are passionate about building a diverse workplace and strongly encourage applications from any background.

"We are a 2025 Circle Back Initiative Employer – we respond to every applicant".

We will be reviewing applications as they come through, so if this is an opportunity that excites you, don't wait. Express your interest by clicking the apply button below as soon as possible.

Note to external agencies: While we appreciate the efforts of external recruitment agencies, we prefer to engage directly with applicants for this opportunity.

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