Acting Head of Customer Support

Exness jobs for internal candidates; Malaysia; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading fintech company located in Malaysia is seeking an Acting Head of Customer Support to lead their global Customer Support function. This leadership position is responsible for strategy formation, operational performance, and ensuring exceptional customer experiences across various support channels. The ideal candidate will have over 10 years of experience in customer service leadership, strong analytical skills, and the ability to foster a customer-centric culture. Join us to drive transformation and operational excellence in a high-volume environment.

Qualifications

• 10+ years of experience in Customer Support or Customer Service leadership.
• Proven experience leading large, multi-regional support teams.
• Exceptional verbal and written communication skills.

Responsibilities

• Provide leadership and governance for Customer Support globally.
• Drive continuous improvement initiatives for operational efficiency.
• Measure effectiveness of customer support strategies.

Skills

Leadership

Customer Service Excellence

Analytical Skills

Verbal Communication

Written Communication

Presentation Skills

Problem-Solving

Education

Master’s degree in relevant field

Tools

Salesforce

JIRA

Job description

The Acting Head of Customer Support is a leadership role responsible for the overall vision, strategy, and performance of Exness’s global Customer Support function. This role ensures the delivery of an exceptional, consistent, and scalable customer experience across all support channels, regions, and languages, operating in a 24/7, high-volume, fast-paced fintech environment.

As a key member of the leadership team, you will be acting as the primary authority on customer experience, client servicing strategy, and support operations, ensuring alignment with Exness’s business objectives, KPIs, OKRs, SLAs, and regulatory requirements.

You will:

• Leadership & People Management
  • Provide strong leadership, direction, and governance to the entire Customer Support organization globally, including agents, team leads, managers, WFM teams, and support operations.
  • Define, communicate, and embed the Customer Support department’s vision, goals, and objectives at all organizational levels.
  • Lead ground-level and strategic support for customer support agents and managers by developing and implementing customer experience and support delivery plans.
  • Facilitate and lead analyses, workshops, and cross‑functional initiatives to generate actionable client insights and recommendations for senior stakeholders.
  • Ensure Customer Support priorities are appropriately represented in overall business planning, enabling effective resource allocation and capacity planning.
  • Champion and evangelize the importance of customer experience as a core business driver, and position Customer Support as a strategic value creator rather than a cost centre.
  • Act as a mentor and coach to senior customer support leaders, assisting in execution where required, developing future leaders, and grooming potential successors.
  • Oversee workforce management (WFM) strategy, forecasting, scheduling, and capacity optimisation across regions.
• Own and lead the strategic direction of the Customer Support function in alignment with Exness’s corporate strategy and growth plans.
• Drive continuous improvement initiatives aimed at optimizing operational efficiency, organisational effectiveness, and service quality.
• Design, refine, and implement customer support strategies, frameworks, and operating models that enhance customer experience and satisfaction.
• Ensure customer support targets, SLAs, and KPIs remain relevant, achievable, and clearly communicated across the organisation.
• Partner with Product, Risk, Compliance, Payment, Verification, Commercial and Technology teams to support new product launches, regional expansions, and process enhancements.
  
• Operations, Quality & Risk Management
  • Ensure smooth execution of 24/7, multi‑language support operations across live chat, e‑mail, call, and case systems.
  • Establish and enforce support standards, quality assurance processes, escalation paths, and complaint‑handling procedures in line with regulatory and internal policy requirements.
  • Personally manage or oversee high‑risk or high‑impact escalations, including major complaints, compliance issues, fraud investigations, and VIP or high‑value client cases.
  • Ensure consistent service delivery, rapid response times, and effective resolution across all regions and channels.
    
• Analytics, Performance & Financial Management
  • Measure the effectiveness of customer support strategies and initiatives through customer surveys, CSAT/NPS metrics, case analysis, call/chat transcript reviews, and other performance indicators.
  • Build and maintain a robust performance management framework, continuously monitoring operational metrics to identify trends, gaps, and opportunities for improvement.
  • Conduct customer journey mapping and advanced customer support research to support data‑driven decision‑making.
  • Own departmental budgeting, cost management, and financial analysis, including forecasting, invoicing, and justifying additional investment in support initiatives.
  • Produce high‑quality reports, insights, and strategic recommendations for senior management and executive stakeholders.
    
• Stakeholder & Relationship Management
  • Serve as the primary representative and advocate for the Customer Support function at senior leadership and executive forums.
  • Build and maintain strong internal relationships with all key business stakeholders to ensure alignment, collaboration, and effective issue resolution.
  • Communicate clearly and confidently with the senior managers and other executives on performance, risks, improvement initiatives, and client‑related trends.
  • Perform other responsibilities as required to support business objectives, including duties delegated by the senior managers.

What makes you a great fit:

• Master’s degree in Business Administration, Project Management, Public Relations, Psychology, Information Systems, International Relations, Information Technology, or a related field.
• Equivalent senior‑level professional experience will be considered in lieu of formal education.
• 10+ years of experience in Customer Support or Customer Service leadership, preferably within fintech, financial services, call centre, or consumer‑focused digital businesses.
• Proven experience leading large, multi‑regional, multi‑language support teams in fast‑paced, competitive environments.
• Demonstrated success driving transformation, performance improvement, and customer experience excellence.
• Strong background in customer research, analytics, customer journey mapping, and support strategy development.
• Experience aligning departmental objectives with overall business KPIs, OKRs, and growth priorities.
• Exceptional verbal and written communication skills, with the ability to convey complex concepts clearly and persuasively to diverse audiences.
• Strong presentation and reporting skills for senior management, including creation of executive‑level reports and dashboards.
• Hands‑on experience with CRM and support platforms such as Salesforce, JIRA, ticketing systems, WFM tools, chatbot solutions, and related technologies.
• Strong analytical mindset with the ability to convert data into actionable insights and strategic solutions.
• Solid understanding of financial metrics, cost management, budgeting, forecasting, capacity planning, and revenue impact.
• Outstanding leadership qualities with the ability to inspire, motivate, and align teams toward shared goals.
• Strategic, creative thinker with strong problem‑solving and decision‑making abilities.
• Comfortable operating under pressure, managing ambiguity, multitasking, and meeting tight deadlines.
• Approachable, credible, and trusted leader who builds confidence across all levels of the organisation.

What success looks like:

• Consistently high customer satisfaction and loyalty metrics across all regions.
• Efficient, scalable, and well‑governed customer support operations meeting or exceeding SLAs and KPIs.
• A strong pipeline of future customer support leaders and high team engagement.
• Clear, data‑driven insights influencing product, operational, and strategic business decisions.
• Customer Support recognised as a core contributor to Exness’s overall business performance and brand reputation.

Your journey after applying:

• Interview with the Talent Acquisition Team (up to 45 minutes)
• Leadership Assessment
• Interview with the hiring team

Deadline for application: 19th December 2025, before 5:00pm GMT+8

Please use your exness work email for internal applications and ensure to disclose any existing Conflict of Interest you may have.