Customer Experience Representative / Lead

Important Note

• This is a fully onsite position
• Your working hours starts at 9.00am and ends at 6.00pm
• Please note that this opportunity is only for Malaysian candidates and only shortlisted candidates will be contacted.

Company Overview

Our client is a leading digital brokerage platform that empowers individual investors with low-fee trading, robust market data, advanced analytical tools, and a seamless trading experience. Headquartered in the U.S., the company operates across multiple global regions and serves over 20 million users. Your ideas matter, your voice is heard, and your work makes a real impact.

About the Role

We are seeking adaptable, detail-oriented professionals to join our Malaysia CX hub, supporting our overseas clients across written service channels.

Depending on your experience and background, you will be considered for an operational support or team leadership capacity within our Customer Experience team. In this role, you will help scale and modernize our support systems, improving internal knowledge, closing gaps, and shaping how we use AI and automation to create a smarter, faster service experience.

Key Responsibilities

Core Customer Experience Accountabilities

• Resolve inbound client inquiries across written support channels regarding account access, banking, and platform navigation.
• Maintain high standards for quality, accuracy, and response time metrics across a high volume of interactions.
• Adhere strictly to established procedures and compliance protocols.
• Identify knowledge gaps, broken flows, and inefficient steps, working with internal teams to improve SOPs and escalation logic.
• Assist in training and refining the AI tools used by agents and clients.

Leadership & Operational Oversight (Applicable to Senior / Lead level)

• Lead, coach, and develop CX team members, monitoring performance against CSAT, resolution SLAs, and quality standards.
• Serve as the first point of escalation for complex, high-priority, or sensitive client issues.
• Conduct quality reviews, calibration sessions, and onboarding training programs.
• Translate contact drivers and feedback into actionable process improvements with global counterparts.
• Manage scheduling, coverage, and workload distribution to ensure SLA adherence.
• Drive team-wide adoption of AI and workflow tools.

Requirements & Qualifications

Required Qualifications

• Education: Bachelor’s degree or equivalent professional experience.

• Experience:

  • Core Role: At least 1 year of customer service, brokerage, or operational support experience.
  • Senior / Lead Role: At least 3 years of customer service/brokerage experience, including 1+ years leading, coaching, or supervising a team.

• Skills: Strong written and spoken English proficiency.

• Domain Knowledge: Familiarity with financial services, regulated industries, or trading environments.

• Metrics: Solid understanding of core CX metrics (CSAT, quality scores, SLAs, FCR) for supervisory track candidates.

Preferred Attributes

• Prior experience in a digital-first, app-based, fintech, or trading environment.
• Strong de-escalation skills and clear communication under pressure.
• A builder’s mentality: proactive in improving processes, documentation, and operational workflows.
• High standards of personal performance, accountability, quality, and compliance.
• Ability to thrive in a fast-paced environment with high self-reliance.