---
title: 'Customer Experience Agent (Europe) at Ftmo'
canonical: 'https://feeny.ai/job/customer-experience-agent-europe-ftmo-prague-xvtdjd0sjxc6'
type: 'job'
last_seen: '2026-09-05'
---

# Customer Experience Agent (Europe) at Ftmo

- **Company:** Ftmo
- **Location:** Prague, Czech Republic
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-07-24
- **Last confirmed live:** 2026-09-05
- **Apply:** https://jobs.ashbyhq.com/ftmo/0e9d4144-b8fc-4109-a415-9193a6a77529

## Job description

FTMO recently acquired OANDA Group, one of the world’s leading online trading groups. The purpose of this engagement is to deliver professional, empathetic front-line support and expert platform guidance to OANDA's global customer base, independently resolving inquiries within service level agreements while identifying client pain points to optimize support delivery.

WHAT WILL YOU DO?

Client Engagement and Communication

- Deliver professional and accurate support to clients across channels including phone, email, live chat, and digital platforms.
- Analyze customer needs to provide tailored solutions that meet OANDA's quality benchmarks.

Platform Support and Problem Resolution

- Handle technical and procedural questions regarding trading tools and account processes.
- Perform troubleshooting for clients navigating or accessing OANDA's trading platforms.
- Manage and resolve standard cases using available CRM tools (e.g., Salesforce) and designated systems.
- Identify and escalate complex or sensitive technical/financial issues to the designated OANDA contact point.
- Adhere to all operational workflows and regulatory standards to ensure compliance and risk mitigation.
- Deliver services in alignment with agreed performance metrics (KPIs) and Service Level Agreements (SLAs).
- Provide accurate documentation within ticketing systems to maintain a clear audit trail.

Continuous Learning and Team Contribution

- Maintain up-to-date knowledge of OANDA’s products and service offerings.
- Participate in operational briefings, training, and knowledge transfer sessions.
- Incorporate feedback from Quality Assurance (QA) reviews to maintain service standards.
- Provide assistance with supplementary tasks such as translations or system testing as contractually agreed.

WHAT DO WE EXPECT FROM YOU?

- Prior track record in providing Customer Support or client-facing services is required.
- Experience working with modern customer support infrastructure and ticketing platforms (such as Salesforce and/or Zendesk) is a distinct advantage.
- Prior exposure to or experience in trading, financial markets, or handling trading-related client inquiries is highly valued.
- Proficient English is a must.
- Native or fluent proficiency in at least one of the following languages:
- German
- French
- Spanish
- Polish

## ENGAGEMENT DETAILS:

- Mode: Remote
- Type: Vendor sourcing. Service providers must possess the appropriate business license or legal entitlement to provide the requested services.
- Schedule: Operating in a global market requires flexibility; flexible scheduling and coverage during weekends/ holidays may be expected.

WHY JOIN THE FTMO TEAM?

- We are a Czech fintech that, since 2015, has grown from an idea into a global project. 🚀
- 300+ amazing teammates. We’re a great team who learn from each other every day.🤜🤛
- How do we work? We focus on meaningful work and open communication, while only adopting processes that make our lives easier.
- Prague, Národní třída. Enjoy our modern offices at the Quadrio shopping center, offering beautiful views and excellent accessibility.
- What if I don’t trade? No worries. We’ll show you what our product is all about and introduce you to the basics of trading.
- Free fruit, snacks, and coffee are always within reach in the office.
- How do we promote strong relationships and well-being? Company cottage, team building events, and running club.
- Flexible hybrid model. We prefer collaborating in person to keep the team spirit high, but we offer the flexibility you need to stay balanced.

*The benefits mentioned above apply to FTMO on-site employees in our Prague office.

## About Ftmo

## Company Overview
- **One-liner**: FTMO is a modern proprietary trading firm that provides traders with simulated capital to evaluate their skills and rewards them with up to 90% of simulated profits.
- **Entity Type**: Private (Bootstrapped)
- **Headquarters**: Prague, Czech Republic
- **Founded**: 2015
- **Founders**: Not publicly disclosed (the company was founded by a team of trading and technology professionals)

## Core Business
- **Primary industry**: Modern Proprietary Trading (Prop Trading) / Fintech
- **Target customers**: B2C – individual retail traders globally, from beginners to experienced professionals
- **Mission or purpose statement**: "To help talented traders grow and refine their trading skills" by providing a unique Evaluation Process and simulated trading environment with real rewards.

## Products & Services
- **FTMO Challenge (2-Step)**: A structured evaluation process where traders prove their skills in a simulated environment. Successful completion grants access to an FTMO Account with up to $200K in simulated capital.
- **FTMO Account**: A funded simulated trading account where traders can earn up to 90% of their simulated profits as real rewards. Includes a Scaling Plan and Premium Program for growth.
- **1-Step FTMO Challenge**: A streamlined, single-step evaluation for experienced traders.
- **FTMO Trader Ecosystem**: Includes performance coaching, trading applications, analytics tools, and a community of over 3.5 million customers worldwide.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private, bootstrapped company)
- **Key Metric**: Over $500 million paid in rewards to traders worldwide; 3.5 million+ customers across 140+ countries
- **Notable Investors/Partners**: FTMO acquired OANDA in 2025, a major forex and CFD brokerage. The group now includes FTMO (prop trading) and OANDA (brokerage).
- **Growth Signals**: 300+ employees; acquired OANDA in 2025; OANDA Prop Trader program to conclude in March 2026 to focus on FTMO's core model; 4.8/5 Trustpilot rating; 24/7 support in 20 languages.

## Competitive Advantages
- **First-mover in modern prop trading**: Founded in 2015, FTMO pioneered the "challenge-based" evaluation model that has since become an industry standard.
- **Scale and trust**: Over 3.5 million customers, $500M+ in rewards paid, and a 4.8/5 Trustpilot rating create a powerful network effect and brand moat.
- **Integrated group structure**: The 2025 acquisition of OANDA creates a unique powerhouse combining a regulated brokerage (OANDA) with a leading prop trading firm (FTMO), offering cross-sell and data advantages.
- **In-house technology**: Full-stack development team building proprietary trading platforms, risk management systems, and data infrastructure (Elastic, Kafka, Kubernetes, PHP, Python, Kotlin, Flutter, Node.js, .NET, Go).

## Strategic Focus
- **Global expansion**: Serving 140+ countries with support in 20 languages; continued international growth.
- **Product innovation**: Developing AI-powered tools (AI Software Engineer, AI Knowledge Engineer, AI Education Specialist roles) to enhance trader education and platform intelligence.
- **Group synergies**: Leveraging the 2025 OANDA acquisition to create a comprehensive trading ecosystem, while keeping FTMO focused on its modern prop trading model.
- **Scaling the platform**: Growing the FTMO Account Scaling Plan and Premium Program to retain and reward top traders.

## Why Work Here
- **Culture**: Described as "friendly," "fair," and "driven by enthusiasm." The company values fairness, collaboration, and continuous improvement. Employee satisfaction scores are very high: 95% positive for Employer, 96% for Colleagues, and 96% for Supervisors.
- **Remote/Hybrid/Office**: Hybrid model. The main office is in the modern Quadrio building in Prague's historic center. Many roles are listed as remote or Prague-based.
- **Notable perks**: 5 well-being days off, sick days, company cottage in the Krkonoše mountains, Multisport card, VIP discounts, welcome pack, snacks and beverages, modern office in a shopping center, team buildings, courses and education, motivational bonuses, and hardware suitable for your position.
- **Engineering culture**: Modern tech stack (PHP, Python, Kotlin, Flutter, Node.js, .NET, Go, Elastic, Kafka, Kubernetes); cloud-native infrastructure; strong focus on AI and data engineering (multiple AI-specific roles open).
- **Global team**: 300+ employees from diverse backgrounds; support available in 20 languages; operations spanning trading, data, marketing, legal, finance, and HR.

## Sources
1. [FTMO Careers Page](https://careers.ftmo.com/en/)
2. [FTMO Official Website](https://ftmo.com/en/)
3. [FTMO How It Works](https://ftmo.com/en/how-it-works/)
4. [FTMO Press Release - OANDA Prop Trader Conclusion](https://ftmo.com/en/press-release/oanda-prop-trader-to-conclude-as-ftmo-strengthens-its-modern-prop-focus/)
5. [FTMO Contact Page](https://ftmo.com/en/contact/)

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