HEAD OF CLIENT SERVICES, AMERICAS

Permanent employee, Full-time · New York

Your Role

The Head of Client Services, Americas, oversees the regional BCAS and TCAS teams dedicated to delivering exceptional business and technical client service. The role focuses on managing the teams’ efforts to address and resolve client inquiries, incidents, and technical challenges within 360T. This individual ensures that clients receive timely, accurate, and high-quality service while fostering strong relationships. The ideal candidate brings incident management experience, technical expertise, business acumen, and strong leadership skills.

As 360T operates a 24/7 global support model, including weekends, this role requires a flexible mindset and occasional weekend availability to ensure seamless client coverage and continuity across time zones in a true follow-the-sun approach.

Your Responsibilities

Serve as the primary point of contact for all client service and technical issues
Lead and develop a team of client service professionals, providing tools, training, and support necessary to deliver superior client service
Ensure timely and effective resolution of client issues, working closely with business and technical teams
Handle escalations, client issues, trade issues, and troubleshoot timeouts with a focus on managing sensitive clients and expectations
Manage high-profile cases, ensuring responses are in line with company processes, identifying opportunities for improvement, and encouraging efficient troubleshooting
Lead and manage high-priority and critical incidents, coordinating with relevant teams and stakeholders to ensure quick resolution and service restoration
Act as a bridge between local and global teams, promoting collaboration, strong communication, and ensuring that issues are properly addressed to prevent recurring incidents
Ensure seamless follow-the-sun support by coordinating effectively with global client service teams to maintain 24/7 coverage
Partner with Sales to ensure a best-in-class client engagement and service model
As team lead, provide a clear understanding of what CAS stands for and how integral it is to the wider team
Demonstrate expertise in risk and queue management, optimizing workflows during high issue ticket count days.
Create and update processes to ensure team members follow current, tested procedures, preventing incorrect incident handling
Develop and implement best practices for client service to improve efficiency and customer satisfaction
Build and maintain strong, long-term relationships with clients, understanding their business objectives and needs
Monitor client health and satisfaction, identifying risks and potential issues before they escalate
Proactively identify opportunities to enhance client satisfaction and provide value-added services
Track key performance indicators (KPIs) for team performance and client satisfaction
Provide regular reports on service delivery, client feedback, and any technical challenges or escalations to senior management
Analyze trends in client inquiries and issues to identify areas for improvement and process optimization
Continuously evaluate and optimize client service workflows to improve efficiency and reduce response times
Conduct regular performance reviews, provide feedback, and mentor team members for career development

Your Profile

5+ years of experience in client service or incident management with at least 2+ years in a leadership role, ideally in a fintech or financial services environment
Proven experience successfully managing both technical and non-technical client service teams.
Strong leadership and team management skills
Excellent communication skills, with the ability to interact with clients, internal teams, and senior management
Strong problem-solving abilities and the capacity to manage complex client issues
Deep understanding of client relationship management and ability to maintain and grow client satisfaction.
Ability to manage multiple priorities in a fast-paced environment
Analytical mindset with the ability to report on performance, track KPIs, and recommend improvements
Strong understanding of APIs and fintech technologies, enabling effective troubleshooting of issues
Comfortable using CRM tools (Salesforce), Confluence, and Jira
Self-starter that takes the initiative

Key Attributes

Customer-Centric: A strong focus on client satisfaction and the ability to anticipate and exceed client expectations
Collaborative: Ability to work cross-functionally with different teams including sales, product, and engineering
Adaptability: Comfortable working in a fast-paced, dynamic environment with evolving products and client demands
Problem-Solver: Skilled at diagnosing issues quickly and implementing effective solutions to complex technical and business problems

Our Offer

Clear career concept
Robust benefit package, including 401(K) employer match
Paid time off
360T Academy
A highly motivated and skilled multinational team
A central and modern workplace with high development potential in Manhattan
Performance appraisals on a regular base
The base salary range for this position is between USD 140,000,- and USD 185,000,- The final base salary for this role will be based on the individual's geographical location, experience, and qualifications.

The position is based in New York City and available immediately. If your background and qualifications meet these specifications, please forward your application/resume including your salary expectation and earliest starting date by clicking the “Apply” button.

360 Trading Networks Inc. is committed to building an inclusive and diverse culture where every person is seen, heard and valued. We believe in equal employment opportunity and welcome employees and applicants of all races, colors, ethnicities, religions, creeds, national origins, ancestries, genetics, sexes, pregnancy or childbirth, sexual orientations, genders (including gender identity or nonbinary or nonconformity and/or -status as a trans individual), ages, height, weight, physical or mental disabilities, citizenships, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. It is 360 Trading Networks Inc.'s policy to provide reasonable accommodations to people with disabilities as is required by law.

E- Verify Statement

360 Trading Network Inc prarticipates in E-verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee's Form I-9 to confirm work authorization. Please not that we do not use this information to pre-screen job applicants.

E-Verify Notice
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Contact

People Team Americas

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521 Fifth Avenue
38th Floor
New York, NY 10175

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About us

360T is a regulated, global marketplace for Foreign Exchange (FX). As Deutsche Börse Group’s powerhouse for FX, 360T provides a broad range of trading solutions and related services to both buy-side and sell-side firms.

Since its inception in 2000, the company has developed and maintained a state-of-the-art multi-bank portal for foreign exchange, cash and money market products. It has recently expanded its instrument offering to include crypto NDFs and commodities (base metals and energy).

With over 2,900 buy-side customers and more than 200 liquidity providers across 75 different countries, 360T is uniquely positioned to connect the global FX industry.
Headquartered in Frankfurt am Main, Germany, 360T maintains subsidiaries in New York (360 Trading Networks Inc), London (360 Trading Networks UK Ltd), Singapore (360T Asia Pacific Pte. Ltd.), Mumbai (ThreeSixty Trading Networks (India) Pvt Ltd), Kuala Lumpur (360 Trading Networks Sdn Bhd) and Dubai (360 Trading Networks (DIFC) Limited).

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We are looking forward to hearing from you!

Thank you for your interest in 360T. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to careers@360t.com.