Customer Service Specialist

Who Are We Eightcap is a dynamic online trading provider committed to delivering exceptional trading tools and pro trading insights that empower smarter trading decisions. Headquartered in Melbourne, Australia, with additional offices across the UK, Cyprus, Bulgaria, and the Bahamas, Eightcap is dedicated to transforming the trading experience for both clients and partners.

The Customer Service team plays a pivotal role in ensuring that every interaction with our customers is a positive and memorable experience. Committed to the highest standards of service, the Customer Service team is adept at addressing customer queries, concerns, and issues with speed and efficiency. Armed with in-depth knowledge of our products and services, our team guides customers through their journey, offering troubleshooting assistance, and relevant information.

The role We're looking for a Customer Support Specialist (English) to support Eightcap's growth in our Sofia (BG) office . The Customer Service team ensures every client interaction is smooth, efficient, and positive by providing timely support and clear guidance. You'll handle inbound queries, assist new and existing clients, and build strong relationships.

The ideal candidate is fluent in English, has solid support experience, and thrives in a fast-paced environment, delivering a consistently high standard of service.

Key Responsibilities:

• Respond promptly and professionally to client enquiries via email, live chat, and telephone in English
• Handle customer inquiries related to account management and troubleshoot related issues
• Update and configure existing client accounts according to their needs
• Document client feedback and escalate unresolved issues in a timely manner
• Collaborate effectively with colleagues across the business to ensure client needs are met
• Assist in developing and implementing new procedures and processes
• Embody the company's values in all interactions and responsibilities

Requirements Essential

• Fluent in English
• Availability to work Monday-Friday, with flexibility for shifts and public holidays (no night shifts)
• Ability to explain complex topics in a clear and simple way
• Strong listening skills and empathy for client needs
• Analytical mindset with the ability to troubleshoot day-to-day issues

Desirable

• Interest or understanding of trading, FX, or finance
• Experience with Salesforce Service Cloud
• Familiarity with customer support operations and performance metrics
• Basic knowledge of UX/UI or conversational design principles

Strengths

• Adaptability & Learning Agility: Quickly embracing change and learning new tools, processes, or skills
• Attention to Detail: Ensuring high-quality work by catching errors
• Accountability & Reliability: Taking ownership of outcomes without needing reminders
• Problem-Solving & Critical Thinking: Identifying root causes of issues and making sound, data-driven decisions
• Time Management & Organization: Prioritizing tasks efficiently to meet deadlines.
• Emotional Intelligence (EQ): Understanding and managing emotions to foster a positive, inclusive, and collaborative environment

Benefits At Eightcap, we're committed to creating an inclusive workplace where people feel empowered to be themselves and supported to reach their full potential.

Working here means operating in a real-time global environment, where decisions matter and impact is visible. But it also means being part of a culture that values collaboration, growth and balance.

A rewarding career is about more than daily tasks. It's about feeling valued, supported and challenged in the right ways.

We offer a number of benefits at Eightcap, including:

• Culture of collaboration and support in the team
• Introductory professional training
• Employee referral bonus program
• 20 days of vacation + 1 additional day after your first year of service
• Additional health insurance
• Food vouchers
• MultiSport card
• Social activities and initiatives

Interested in this opportunity but don't meet every requirement? At Eightcap, we are committed to building an inclusive and diverse workforce, and we encourage you to apply if you believe you have the right skills and mindset to succeed in this role.