Customer Service Manager

Job Overview:

We are seeking an experienced Customer Support Manager to lead and scale our Customer Support function within a fast-paced forex and CFD trading environment. This leadership role is responsible for driving customer service strategy, managing day-to-day support operations, developing high-performing teams, and ensuring an exceptional client experience across all support channels.

What Will You Do:

• Lead, mentor, and develop Customer Support Specialists, fostering a high-performance and customer-centric culture.
• Define departmental goals, KPIs, and service standards aligned with business objectives.
• Drive employee engagement, succession planning, and talent development across the Customer Support function.
• Manage workforce planning, resource allocation, shift scheduling, and capacity planning to ensure optimal service coverage.
• Lead change management initiatives and champion continuous improvement across the department.
• Customer Support Operations
• Oversee daily customer support operations across email, live chat, phone, and other communication channels.
• Ensure customer enquiries, requests, and complaints are resolved efficiently while maintaining high service quality.
• Serve as the final escalation point for complex customer issues, regulatory complaints, and high-priority cases.
• Oversee trade investigations and ensure timely resolution of trading-related enquiries.
• Monitor operational performance through KPIs, SLAs, CSAT, quality assurance, and productivity metrics.
• Cross-Functional Collaboration
• Partner with Trading, Middle Office, Compliance, Risk, Finance, Technology, Product, and Operations teams to improve service delivery and resolve customer issues.
• Provide strategic insights based on customer feedback and operational trends to influence product and process improvements.
• Represent the Customer Support department in cross-functional projects and business initiatives.
• Ensure customer support operations comply with regulatory requirements, internal policies, and industry best practices.
• Oversee the handling of regulatory complaints, ensuring proper documentation, escalation, and resolution.
• Promote a culture of compliance, accountability, confidentiality, and ethical conduct across the team.
• Support internal and external audits relating to customer support operations.
• Analyse operational data, customer feedback, and service trends to identify opportunities for improvement.
• Develop and optimise support workflows, knowledge bases, standard operating procedures, and quality assurance frameworks.
• Prepare and present operational reports, management dashboards, and performance reviews to senior leadership.
• Lead the implementation of new technologies, customer service tools, and operational initiatives to improve efficiency and customer experience.

What Makes You a Good Fit:

• Bachelor's degree in Finance, Business Administration, Economics, or a related discipline.
• 5 years of customer support experience within the Forex, CFD, Financial Services, or FinTech industry.
• Minimum 3 years of leadership experience managing customer support teams, including Team Leaders or Supervisors.
• Proven experience managing customer support operations and driving service excellence in a regulated financial environment.
• Strong knowledge of forex markets, trading products, customer lifecycle management, and trade execution processes.
• Hands-on experience with MT4 and/or MT5 trading platforms.
• Familiarity with CRM platforms, ticketing systems, workforce management tools, and reporting solutions.
• Strong understanding of regulatory frameworks and compliance requirements within financial services.
• Exceptional leadership, coaching, stakeholder management, and people development skills.
• Excellent analytical, problem-solving, communication, and decision-making abilities.
• Ability to manage multiple priorities and lead teams effectively in a fast-paced, 24/5 operational environment.
• High level of professionalism, integrity, accountability, and customer focus.

What We Offer:

• Competitive salary package.
• Annual performance bonus of up to one month's salary.
• Festival bonuses like Spring Festival Bonus, Dragon Boat Festival Bonus, Mid-Autumn Festival Bonus and Birthday Bonus.
• Opportunities for career growth and leadership development.
• A collaborative, inclusive, and supportive work environment.
• The opportunity to work in a dynamic and growing global financial services industry.

Working Arrangement:

• Mostly normal day shift.
• Occasional night shifts based on operational requirements.
• Overnight shifts are only required in exceptional circumstances.