Senior Client Success Specialist (International Market)
At a glance
Senior Customer Success role at moomoo. Kuala Lumpur · full-time.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Handle difficult client questions and escalated cases by phone, email, and live chat
- Walk clients through account setup, verification, and trading platform questions while encouraging product use
- Resolve complaints, follow up with clients, and flag recurring issues for process changes
- Escalate suspected fraud, account security breaches, money-laundering concerns, and privacy incidents
- Coach junior colleagues, coordinate team workflows, review service results, and share client feedback internally
What you bring
- A degree in business, finance, economics, or a related discipline
- At least one year in client success, customer service, or a related financial-services role
- Working knowledge of markets, trading platforms, investment products, and client account procedures
- English communication skills, plus CRM experience and basic reporting and data analysis ability
Who this fits
This senior role suits someone who can manage complex client issues and support junior teammates. You’ll work on-site in Kuala Lumpur and must be available for shifts that can include evenings, nights, and weekends. Mandarin is an advantage.
From the employer
Moomoo is a comprehensive brokerage platform that empowers proactive investors to take control of their financial future with ease and confidence. We integrate professional trading data, global financial news, a trading community, and an innovative web platform to provide users with better data, tools, and performance.
Join our dynamic team at Moomoo as a Client Success Specialist, where your passion for finance and technology can thrive.
Job Description
- Provide professional support via phone, email, and live chat, handling complex inquiries and escalated cases while ensuring a positive client experience.
- Guide clients through onboarding, account registration, verification, and trading platform inquiries, while promoting product adoption and identifying account growth opportunities.
- Take ownership of escalated complaints, ensure timely resolution and follow-up, and identify recurring issues for process improvement.
- Identify and promptly escalate potential fraud, account compromise, AML concerns, privacy incidents, and other high-risk cases.
- Coach and mentor junior team members through training, call monitoring, case reviews, and constructive feedback to improve service quality.
- Support daily team operations, workflow coordination, resource allocation, and complex case escalations.
- Monitor team performance, CSAT, and client feedback, prepare management reports, and drive service quality and process improvements.
- Collaborate with product, operations, and other internal teams to share client feedback, improve customer experience, and support business initiatives.
Requirements
- Bachelor's degree or above in Business, Finance, Economics, or a related field.
- Minimum 1 year of experience in client success, customer service, or related financial services roles, preferably in trading, stockbroking, or fintech.
- Experience in mentoring, training, or supporting junior team members is preferred.
- Good understanding of financial markets, trading platforms, investment products, and client account processes.
- Proficient in CRM and customer service tools, with basic reporting and data analysis skills.
- Excellent English communication skills; Mandarin is an advantage.
- Strong problem-solving, communication, and multitasking skills, with the ability to handle escalations under pressure.
- Willing to work shifts, including evenings, nights, and weekends (shift allowance provided).
- Bumiputera candidates are encouraged to apply.
Benefits
We offer a comprehensive and holistic work experience and package as follows:
- Competitive compensation & benefits.
- Monthly salary package consists of basic salary +commission + shift allowance (if applicable)
- Convenient Access to Public Transport
- Certificate/Exam Sponsorship
- Career Development Opportunities in the Financial Services Industry
- Company Team Building & Bonding Activities
- Free-Flow Pantry Snacks & Drinks
- Dynamic, Multinational Working Environment
Please note that only short-listed candidates will be contacted. Thank you.
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