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.

At Equiti, we believe that financial opportunities can unlock potential for everyone, everywhere. We’re on a mission to deliver accessible online trading products around the world through education and accessibility.

Think finance is stuffy? Think again.

We see Equiti as a new breed of broker, and we are on the lookout for talented individuals who can perform and excel in a dynamic and innovative working environment. Our Customer Service department would like to welcome a detail-oriented

Senior Cash Equities Support Specialist in our office in Dubai.

As a Senior Cash Equities Support Specialist you will be responsible for delivering 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.

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

Responsibilities

Client Support

• 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

SOP & Process Development

• 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

Escalation & Issue Management

• Identify issues that require further investigation or specialist involvement and escalate 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

Knowledge & Team Enablement

• 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

Risk, Compliance & Governance

• 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 escalate promptly
• Support internal audits, QA reviews, and control assessments when required

Skills & Competencies

• Strong process and control mindset
• High attention to detail
• Ability to coach and influence peers
• Risk awareness and sound judgment
• 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

Experience Requirements

• 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

Preferred

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

Perks

Each of our offices has its special perks; be it ‘no ties’, free lunches, charity events, or a hybrid work policy – but whenever you walk into an Equiti office, you’re sure to see a friendly face. We encourage international collaborations and always keep our eyes open to how we can do more.

The benefits you can expect at your Equiti workplace include:

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

With energy, drive, and imagination, there’s no limit to where your career can go at Equiti. With a diverse workforce and geographical spread of offices, we strongly support career development initiatives as well as provide a range of opportunities for professional and life experiences.

Equiti is an equal opportunity employer.

“Equiti” refers to a group of companies consisting of seven regulated financial services companies licensed to operate in the respective jurisdictions of their incorporation, in addition to our tech and marketing hubs. Equiti has presence in Africa, Europe, and the Middle East.