Senior Cash Equities Support Specialist

Equiti is a pioneering fintech firm and world-class provider of multi-asset fintech products – from liquidity solutions to in‑house tech hubs to online trading platforms. With over 400 global specialists in 9 languages, Equiti provides clients with access to individual, professional, and institutional brokerage services in Europe, the Middle East, and Africa.

Location:

Dubai, UAE.

As a Senior Cash Equities Support Specialist, you will deliver high‑quality customer support for cash equities trading while actively contributing to the setup, documentation and continuous improvement of Cash Equities Customer Support SOPs and processes.

The role combines hands‑on client support with process ownership and knowledge leadership, working under the guidance and direction of the line manager to ensure scalable, consistent and compliant service delivery across the business.

Position operates strictly within defined regulatory boundaries and does not provide investment advice.

• Act as a senior point of contact for cash equities‑related client queries
• Provide clear, factual support on:
  • Order statuses and trade lifecycle
  • Settlement cycles (T+ rules)
  • Exchange trading hours and holidays
  • Corporate action timelines (dividends, splits, rights issues – informational only)
• Ensure all client communications are accurate, professional and aligned with compliance standards
• Maintain complete, clear, and auditable ticket documentation

• Support the design, setup and refinement of Cash Equities Customer Support SOPs
• Assist in defining and documenting:
  • Standard handling workflows
  • Ticket classification and tagging standards
  • Escalation criteria and handover requirements
• Work closely with the line manager to translate operational and regulatory requirements into practical, day‑to‑day support processes
• Participate in periodic process reviews and continuous improvement initiatives

• Identify issues that require further investigation or specialist involvement and upscale appropriately
• Ensure escalations are:
  • Clearly documented
  • Fact‑based
  • Complete and well‑structured
• Act as a support reference point for more complex frontline queries before escalation
• Collaborate with Operations, Product and other internal teams to support timely resolution

• Contribute to the creation and maintenance of:
  • Cash equities knowledge base articles
  • Support guides and reference materials
• Support onboarding and coaching of new support team members
• Share recurring issues, trends and observations with management to inform SOP updates and training needs

• Ensure adherence to:
  • Client verification and data protection requirements
  • Market conduct and no‑advice rules
  • Internal policies and regulatory expectations
• Identify potential complaint or regulatory risk indicators and expedite escalation
• Support internal audits, QA reviews and control assessments when required

• Strong process and control mindset
• High attention to detail
• Ability to coach and influence peers
• Risk awareness and sound judgement
• Clear documentation and communication skills
• SLA adherence for cash equities support queries
• Accuracy and quality of issue handling and escalations
• Contribution to SOP and process setup
• Knowledge base quality and adoption
• QA audit results and CSAT scores

• 3+ years of hands‑on Cash Equities Customer Support experience within a brokerage, trading platform or regulated financial institution
• Strong working knowledge of:
  • Cash equities trade lifecycle
  • Order execution concepts
  • Settlement processes (T+ cycles)
  • Corporate actions (high‑level understanding)
  • Proven experience working with SOPs, process documentation or operational procedures

• Experience in a regulated brokerage or fintech environment
• Exposure to multi‑asset or Super App platforms
• Prior experience mentoring or supporting junior support staff
• Familiarity with ticketing systems and QA frameworks

• Competitive salary package
• Performance‑based bonus
• Medical insurance coverage for employees and family members
• Smart working options
• Employee wellness initiatives
• Personalised career development
• Company lunch in the office
• Regular company events

Equiti is an equal opportunity employer.