Capital.com is doubling down on eastern Europe. The high-growth trading platform and fintech group has announced a major expansion of its Bulgarian operations, opening a new office in Sofia’s Office X Business Garden and increasing its local headcount by 51 per cent over the past year.
The move forms part of a broader strategy to develop specialist hubs across its global network with Bulgaria now appointed as the group’s centre of excellence for customer service.
The company, which already operates a sizeable technology and engineering hub in Poland, plans to invest up to €5mn in its Bulgarian infrastructure. The aim is to build what executives describe as one of the industry’s premier workplace environments and a benchmark for service quality, responsiveness and multilingual support. For a brokerage industry that competes not only on spreads and execution but also increasingly on user experience, this investment signals where Capital.com believes differentiation will lie.
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“Bulgaria has been an important part of our growth story for years,” said Eugene Lemesh, the company’s chief people officer. Pointing to the new Sofia office and rapid headcount growth, he added that the latest phase was “just the beginning”. By pairing Poland’s “top technology talent” with “exceptional client support in Bulgaria”, the company aims to deliver faster and more sophisticated service to traders globally.
Customer service is a critical battleground for brokers
Capital.com now employs more than 430 staff in its Polish engineering hub and around 100 in Sofia, up sharply on the previous year. The expansion in Bulgaria is being spearheaded by Elpida Gavril, the group’s global head of operations, who oversees all customer-facing and operational functions.
Customer service has become a critical battleground among retail trading platforms. Capital.com says its Sofia team provides round-the-clock, multilingual support across email, phone and live chat, with average response times under 60 seconds for chat and under two hours for email. As markets become more complex and retail investors more demanding, meeting such service standards at scale is becoming a strategic necessity rather than a luxury.
The fintech’s broader footprint continues to grow: it now employs more than 1,100 staff across 11 global locations including London, Dubai, Limassol and Melbourne. The beefed-up infrastructure comes on the back of a solid third quarter in which Capital.com reported total trading volumes of $744bn. While FX and commodities saw seasonal declines, equities trading rose 5.2 per cent and crypto securities surged almost 54 per cent quarter-on-quarter.
Crypto remains a key area for user engagement
Crypto remains a key driver of user engagement. The group executed 45.7mn trades in Q3 and has added more than 1,200 new markets to its platform, lifting its total CFD offering to over 4,500 instruments. It now provides more than 400 crypto CFDs, one of the largest selections available globally, though crypto derivatives remain off-limits to UK clients under domestic regulation.
“Digital assets continue to reshape the trading landscape,” said Vitalii Kedyk, Capital.com’s head of digital assets. The group’s strategy, combining aggressive product expansion with significant investment in service quality, suggests it intends to position itself firmly at the intersection of crypto sophistication and mainstream accessibility.
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