Customer Experience Representative / Lead

TRIIIO VERTEX SDN. BHD.; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

TRIIIO VERTEX SDN. BHD. is seeking a Customer Experience Representative / Lead to join our Malaysia CX hub on a fully onsite basis. The role supports overseas clients across written channels, with hours 9:00 to 18:00.

You will scale and modernize support systems, improve SOPs, and help shape AI and automation to create faster, smarter service. Depending on experience, you may operate in an operational support or team leadership capacity.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Core role: At least 1 year in customer service, brokerage, or operational support.
• Senior/Lead role: At least 3 years in customer service/brokerage, incl. 1+ years leading a team.
• Strong written and spoken English.
• Familiarity with financial services, regulated industries, or trading environments.
• Solid understanding of CX metrics (CSAT, quality scores, SLAs, FCR).

Responsibilities

• Resolve inbound client inquiries across written support channels.
• Maintain high standards for quality, accuracy, and response times.
• Adhere to established procedures and compliance protocols.
• Identify knowledge gaps and improve SOPs and escalation logic.
• Assist in training and refining the AI tools used by agents and clients.
• Lead, coach, and develop CX team members and monitor performance.
• Translate feedback into actionable process improvements with global counterparts.

Skills

English proficiency

Education

Bachelor's degree

Job description

Customer Experience Representative / Lead

Your working hours starts at 9.00am and ends at 6.00pm

Please note that this opportunity is only for Malaysian candidates and only shortlisted candidates will be contacted.

Company Overview

Our client is a leading digital brokerage platform that empowers individual investors with low-fee trading, robust market data, advanced analytical tools, and a seamless trading experience. Headquartered in the U.S., the company operates across multiple global regions and serves over 20 million users. Your ideas matter, your voice is heard, and your work makes a real impact.

About the Role

We are seeking adaptable, detail-oriented professionals to join our Malaysia CX hub, supporting our overseas clients across written service channels.

Depending on your experience and background, you will be considered for an operational support or team leadership capacity within our Customer Experience team. In this role, you will help scale and modernize our support systems, improving internal knowledge, closing gaps, and shaping how we use AI and automation to create a smarter, faster service experience.

Key Responsibilities

Important Note

• This is a fully onsite position

• Your working hours starts at 9.00am and ends at 6.00pm

• Please note that this opportunity is only for Malaysian candidates and only shortlisted candidates will be contacted.

Core Customer Experience Accountabilities

• Resolve inbound client inquiries across written support channels regarding account access, banking, and platform navigation.

• Maintain high standards for quality, accuracy, and response time metrics across a high volume of interactions.

• Adhere strictly to established procedures and compliance protocols.

• Identify knowledge gaps, broken flows, and inefficient steps, working with internal teams to improve SOPs and escalation logic.

• Assist in training and refining the AI tools used by agents and clients.

Leadership & Operational Oversight

• Lead, coach, and develop CX team members, monitoring performance against CSAT, resolution SLAs, and quality standards.

• Serve as the first point of escalation for complex, high-priority, or sensitive client issues.

• Conduct quality reviews, calibration sessions, and onboarding training programs.

• Translate contact drivers and feedback into actionable process improvements with global counterparts.

• Manage scheduling, coverage, and workload distribution to ensure SLA adherence.

• Drive team-wide adoption of AI and workflow tools.

Requirements & Qualifications

Required Qualifications

• Education: Bachelor’s degree or equivalent professional experience.

• Experience:

  • Core Role: At least 1 year of customer service, brokerage, or operational support experience.

  • Senior / Lead Role: At least 3 years of customer service/brokerage experience, including 1+ years leading, coaching, or supervising a team.

• Skills: Strong written and spoken English proficiency.

• Domain Knowledge: Familiarity with financial services, regulated industries, or trading environments.

• Metrics: Solid understanding of core CX metrics (CSAT, quality scores, SLAs, FCR) for supervisory track candidates.

Preferred Attributes

• Prior experience in a digital-first, app-based, fintech, or trading environment.

• Strong de-escalation skills and clear communication under pressure.

• A builder’s mentality: proactive in improving processes, documentation, and operational workflows.

• High standards of personal performance, accountability, quality, and compliance.

• Ability to thrive in a fast-paced environment with high self-reliance.