Customer Service Specialist (Trading)

About Hytech

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specializing in digital transformation for fintech and financial services organizations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimize operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape. Our client portfolio includes top global trading platforms and leading crypto exchanges.

With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.

About the Role

You will be the first point of contact for customers, providing timely and professional support through live chat, phone, and email. This role focuses on resolving client issues, handling feedback, maintaining accurate records, and assisting with departmental documentation.

Responsibilities

• Lead the handling of complex or escalated cases and deliver clear, professional conclusions.

• Work closely with various departments to drive case analysis, resolution, and improvement.

• Support the development and optimization of workflows, knowledge bases, and service standards.

• Provide expert insights, case analyses, and internal training to strengthen team capability.

• Participate in major projects related to system enhancements, workflow redesign, or cross-unit coordination.

• Manage key assignments from supervisors to ensure departmental objectives are achieved.

Requirements

• 3+ years of customer service, operations support, or FinTech-related experience.

• Strong analytical and problem-solving skills with the ability to integrate information from multiple sources.

• Proven cross-department collaboration experience with the ability to coordinate resources and drive results.

• Excellent English communication skills (written and verbal) for multinational collaboration.

• Experience in workflow enhancement, internal training, or project management is preferred.