Customer Service Manager

Hytech; Kuala Lumpur; Sur place; MYR 140 000 - 200 000; Plein temps

Résumé du poste

Hytech in Kuala Lumpur seeks an experienced leader to oversee two client‑facing functions—Customer Service and Online Community & Reputation Management—in a fast‑paced CFD/FX fintech environment. You will shape the client experience strategy, define playbooks, and drive improvements across support and public channels.

You will lead KPI development, mentor managers, and partner with Product, Tech, and Compliance to reduce escalations and negative reviews while ensuring regulatory communication

Qualifications

• 6–10 years in Customer Service, Client Experience, Community, or Reputation roles.
• Minimum 3–5 years leading and coaching junior managers.
• Strong understanding of trading platforms, client behaviour during market volatility, and dispute patterns.
• Experience managing both operational support and public reputation functions.
• Strong analytical, process, and stakeholder management skills.
• Ability to operate in high‑pressure, real‑time trading environments.
• Excellent communication skills with high emotional intelligence.

Responsabilités

• Define and drive the overall client experience strategy across Customer Service and Community channels.
• Ensure consistent tone, accuracy, and empathy across private (tickets/chats) and public (reviews/social) responses.
• Establish a service philosophy and response framework suited to client demographics.
• Set KPIs, performance standards, and coaching frameworks for both teams.
• Build leadership capability within both functions and develop succession planning.
• Align both teams to operate as one Client Experience function, not separate silos.
• Oversee handling of incoming inquiries in Live Trading Support.
• Ensure SOPs and knowledge bases are accurate, updated, and aligned with product, compliance, and dealing teams.
• Lead incident response for trading disruptions, platform outages, and market volatility events.
• Own company responses across review sites, app stores, forums, and social channels.
• Define response playbooks for negative reviews, accusations, and escalations.
• Use sentiment data to identify product, process, or communication gaps and drive internal improvements.
• Combine data from CS tickets and social/review platforms to identify recurring pain points.
• Present actionable insights to Product, Tech, Compliance, and Operations teams.
• Lead initiatives to reduce contact drivers, escalations, and negative reviews through operational and process improvements.
• Create escalation and crisis communication frameworks for market events and client disputes.
• Standardize documentation, SOPs, and training approaches across both teams.
• Act as the voice of the client to Product, Trading, Payments, Compliance, and Marketing teams.
• Participate in new product rollouts to ensure readiness from both support and reputation angles.

Connaissances

Customer Service

Client Experience

Community Management

Reputation Management

Leadership

Stakeholder Management

Emotional Intelligence

Description du poste

About Hytech

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. The company delivers end-to-end consulting services and provides robust middle- and back-office solutions that enable clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape.

About Hytech

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. The company delivers end-to-end consulting services and provides robust middle- and back-office solutions that enable clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape.

With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.

Role Overview

We are seeking an experienced leader to oversee two critical client-facing functions in a fast‑paced CFD/FX fintech environment:

• Customer Service (Live trading support, platform, account, funding, trade issues)
• Online Community & Reputation Management (Social platforms, review sites, public sentiment)

Key Responsibilities

Ownership of End-to-End Client Experience

• Define and drive the overall client experience strategy across Customer Service and Community channels.
• Ensure consistent tone, accuracy, and empathy across private (tickets/chats) and public (reviews/social) responses.
• Establish a service philosophy and response framework suited to client demographics.

Leadership of Customer Service and Community Team

• Set KPIs, performance standards, and coaching frameworks for both teams.
• Build leadership capability within both functions and develop succession planning.
• Align both teams to operate as one Client Experience function, not separate silos.

Operational Excellence in Live Trading Support

• Oversee handling of incoming inquiries.
• Ensure SOPs and knowledge bases are accurate, updated, and aligned with product, compliance, and dealing teams.
• Lead incident response for trading disruptions, platform outages, and market volatility events.

Online Reputation & Public Sentiment Management

• Own company responses across review sites, app stores, forums, and social channels.
• Define response playbooks for negative reviews, accusations, and escalations common in CFD/FX.
• Use sentiment data to identify product, process, or communication gaps and drive internal improvements.

Data, Insights & Continuous Improvement

• Combine data from Customer Service tickets and social/review platforms to identify recurring pain points.
• Present actionable insights to Product, Tech, Compliance, and Operations teams.
• Lead initiatives to reduce contact drivers, escalations, and negative reviews through operational and process improvements.

Process, Governance & Risk Management

• Ensure responses (private and public) meet compliance and regulatory communication standards.
• Create escalation and crisis communication frameworks for market events and client disputes.
• Standardize documentation, SOPs, and training approaches across both teams.

Cross-Functional Collaboration

• Act as the voice of the client to Product, Trading, Payments, Compliance, and Marketing teams.
• Participate in new product rollouts to ensure readiness from both support and reputation angles.

KPIs / Success Metrics

• Customer Satisfaction Score (CSAT), First Response Time, Resolution Time (Customer Service)
• Review ratings improvement (Trustpilot, App/Play Store, social platforms)
• Reduction in escalations and repeated complaints
• Reduction in negative public reviews
• Team engagement and retention
• Contact driver reduction through process/product fixes

Qualifications & Experience

• 6–10 years in Customer Service, Client Experience, Community, or Reputation roles.
• Minimum 3–5 years leading and coaching junior managers.
• Strong understanding of trading platforms, client behaviour during market volatility, and dispute patterns.
• Experience managing both operational support and public reputation functions.
• Strong analytical, process, and stakeholder management skills.
• Ability to operate in high‑pressure, real‑time trading environments.
• Excellent communication skills with high emotional intelligence.