Customer Experience Lead

TRIIIO Recruitment; Kuala Lumpur; On-site; MYR 100,000 - 167,000; Full time

Benefits offered by this job

International fintech exposure

AI-driven support tools

Career growth

Job summary

TRIIIO Recruitment is helping a global fintech client in Kuala Lumpur recruit a Customer Experience Lead to oversee frontline written support and maintain high service quality. You will lead CX Representatives, drive ticket quality, monitor targets, and coach the team while partnering with U.S.

leadership to modernize workflows and AI-enabled tools. The role requires at least 3 years in customer service or brokerage with 1 year of supervisory experience, and strong English skills plus Mandarin

Qualifications

• Minimum 3 years in customer service, brokerage, or operational support with at least 1 year leading a service team.
• Strong understanding of CSAT, quality scores, SLAs, and FCR.
• Professional English; Mandarin proficiency required for coordination with bilingual teams.

Responsibilities

• Lead, coach, and develop CX Representatives, monitor quality, accuracy, response time, and CSAT targets.
• Escalation management for complex client issues with timely resolution.
• Run quality reviews, calibrations, and deliver training/onboarding.
• Translate recurring drivers into process, knowledge, and workflow improvements with CX leadership and cross-functional partners.
• Manage scheduling, coverage, and workload to meet service levels (~80 tickets/agent/day).
• Support AI tool training and adoption, and coordinate with U.S. team.

Skills

Team Leadership

Coaching

CX Metrics

English Proficiency

Mandarin Proficiency

Process Improvement

AI Tools Adoption

Workforce Management

Industry Knowledge

Job description

Location: Bangsar South, Kuala Lumpur (Fully On-Site | Occasional weekend work may be required in the future with weekday off-in-lieu)

Salary Package: Competitive Monthly Basic + Performance Bonus

About the Role

Our client is a leading global digital brokerage and financial technology platform empowering millions of retail investors worldwide. As part of their continuous global growth, their Malaysia office serves as a core regional extension supporting their U.S. client operations.

We are seeking an experienced, detail-oriented Customer Experience Lead to oversee daily frontline written support operations and maintain high service quality across the team.

In this role, you will lead a team of independent Customer Experience Representatives, driving ticket quality, monitoring performance targets, and coaching agents. You will also partner with U.S. leadership to modernize support workflows, optimize internal knowledge bases, and drive team adoption of AI-enabled support tools.

Key Responsibilities

• Team Leadership & Coaching: Lead, coach, and develop a team of CX Representatives, monitoring performance against quality, accuracy, response time, and customer satisfaction targets. Close gaps through structured coaching and monthly 1:1s.
• Escalation Management: Serve as the first line of escalation for complex and sensitive client issues, ensuring timely and effective resolution.
• Quality & Training: Run quality reviews, calibration sessions, and deliver training/onboarding that builds product knowledge and service skills.
• Process Improvement: Translate recurring contact drivers and client feedback into process, knowledge, and workflow improvements with CX leadership, U.S. counterparts, and cross-functional partners.
• Workforce Management: Manage scheduling, coverage, and workload distribution to meet service level expectations. Oversee team performance (~80 tickets/agent/day).
• Compliance & Risk: Reinforce compliance and risk procedures across the team.
• AI & Automation: Help train and refine AI tools used by agents and clients, and drive team adoption.
• U.S. Coordination: Participate in 1-2 monthly meetings with the U.S. team (may be after hours).

Key Requirements

• Experience: Minimum 3 years in customer service, brokerage, or operational support, with at least 1 year leading, coaching, or supervising a service team.
• CX Metrics Acumen: Working understanding of customer satisfaction (CSAT), quality scores, response and resolution SLAs, and first contact resolution (FCR).
• Industry Exposure: Familiarity with financial services, regulated industries, or trading environments. Experience in brokerage, fintech, or regulated environments is a strong plus.
• Language Proficiency: Strong written and spoken English. Professional Mandarin (speak, read, write) is a must-have for coordination with bilingual teams.
• Leadership Mindset: A builder's mentality, continually improving processes, documentation, and team operations. Passionate about people leadership and developing others.
• Independence & Accountability: Ability to thrive in a fast-paced, rapidly evolving environment with high standards of personal performance, quality, and compliance.

What We Offer

• Direct exposure to international fintech operations and global CX leadership.
• Hands-on involvement in shaping modern, AI-driven support operations.
• Clear vertical trajectory in a fast-paced, rapidly expanding financial technology firm.