Customer Support Team Lead - FX

We are looking for an experienced and driven Customer Service Team Lead with a strong background in the Forex/FX or CFD industry to lead and support our Customer Service team.

The successful candidate will be responsible for overseeing daily customer support operations, ensuring a high standard of service, monitoring team performance, and driving improvements across the customer experience. You will act as a key point of escalation for complex client issues while working closely with internal teams such as Operations, Sales, Compliance, Payments, and Trading.

What You'll Do

• Lead, manage, and motivate the Customer Service team to deliver a high standard of client support.
• Oversee daily team operations, including workload allocation, shift planning, attendance, and overall performance.
• Monitor customer interactions across channels such as Live Chat, Email, WhatsApp, Phone, and other communication platforms .
• Handle and resolve complex or escalated client enquiries and complaints in a professional and timely manner.
• Ensure the team has a strong understanding of Forex/CFD products, trading platforms, account-related processes, deposits and withdrawals, and general client enquiries .
• Monitor key team KPIs, including response time, resolution time, customer satisfaction, service quality, productivity, and SLA adherence .
• Conduct regular performance reviews, coaching sessions, and training to support team development.
• Identify knowledge gaps and provide ongoing product, process, and customer service training.
• Conduct quality assurance checks and provide constructive feedback to team members.
• Analyse recurring customer issues and identify opportunities to improve processes and the overall customer experience.
• Work closely with internal departments, including Sales, Retention, Operations, Compliance, Payments, Risk, and Trading , to ensure customer issues are resolved efficiently.
• Prepare regular reports on team performance, customer feedback, escalations, and operational issues.
• Develop and maintain customer service procedures, SOPs, knowledge base materials, and internal guidelines.
• Support the recruitment, onboarding, and development of new Customer Service team members.
• Ensure all customer communications and processes comply with company policies and relevant regulatory requirements.

What We're Looking For

• 3+ years of experience in Customer Service, Client Support, or Customer Experience.
• At least 1–2 years of experience in a Team Lead, Supervisor, or senior-level role .
• Previous experience within the Forex, FX, CFD, Brokerage, FinTech, or Financial Services industry is highly preferred.
• Strong understanding of the customer lifecycle and common client support processes within an FX/CFD brokerage .
• Familiarity with trading platforms such as MetaTrader 4/5 or similar platforms is an advantage.
• Experience managing and developing a team in a fast-paced, target-driven environment.
• Strong problem-solving and conflict-resolution skills.
• Ability to handle escalated and sensitive customer complaints professionally.
• Experience monitoring KPIs, SLAs, customer satisfaction, and team productivity.
• Strong communication, leadership, and interpersonal skills.
• Highly organised, proactive, and able to manage multiple priorities.
• Comfortable working with CRM systems, customer support platforms, and reporting tools.
• Strong written and spoken Mandarin Chinese & English