Customer Service Manager

Moomoo MY

Kuala Lumpur

On-site

MYR 120,000 - 180,000

Full time

6 days ago

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Benefits offered by this job

13 months contractual bonus

Annual performance bonus

Dental and health allowances

Public transport access

Courses and exam sponsorship

Career development opportunities

Team building activities

Pantry snacks and drinks

Multinational working environment

Job summary

Moomoo is seeking an experienced Customer Service & Client Success Manager to lead a team supporting our brokerage financial services business in Malaysia. You will manage day-to-day performance, drive client engagement and support business growth through effective team management and sales initiatives.

The ideal candidate should have 2-3 years of team management experience, with exposure to sales, customer service, financial services or brokerage operations.

Qualifications

2-3 years of proven team management or supervisory experience in customer service, sales, telemarketing, or client-facing teams.
1-2 years of sales or business development experience is preferred.
Experience in financial services, brokerage, banking, fintech, or regulated financial institutions is advantageous.
Experience supporting the Singapore market is a plus.

Responsibilities

Lead and manage the Customer Service and Client Success Specialist team, overseeing daily operations and KPI performance.
Coach and develop team members through performance reviews, feedback, and training.
Drive client engagement, retention and sales performance through customer service and telemarketing initiatives.
Handle escalated client enquiries and complaints with timely resolutions.
Collaborate with HQ and local teams to align business direction and execute regional strategies.
Ensure adherence to internal policies, procedures and regulatory requirements.

Skills

Team management

Customer service

Sales experience

Telemarketing

Education

Bachelor's degree in Finance, Business, Economics

Job description

Moomoo is a comprehensive brokerage platform that empowers proactive investors to take control of their financial future with ease and confidence. We integrate professional trading data, global financial news, a trading community, and an innovative web platform to provide users with better data, tools, and performance.

Join our dynamic team at Moomoo, where your passion for finance and technology can thrive.

About the role

We are looking for an experienced and motivated Customer Service & Client Success Manager to lead a team of Customer Service and Client Success Specialists supporting our brokerage financial services business.

This role will be responsible for managing day-to-day team performance, ensuring high-quality customer service, driving client engagement and supporting business growth through effective team management and sales initiatives.

The ideal candidate should have 2-3 years of team management experience, with prior exposure to sales, customer service, financial services, or brokerage-related operations. Experience in a financial services environment will be an added advantage.

Key Responsibilities

Lead and manage the Customer Service and Client Success Specialist team, overseeing daily operations, productivity, service quality, and KPI performance
Coach and develop team members through regular performance reviews, feedback, and training.
Drive client engagement, retention, and sales performance through effective customer service and telemarketing initiatives.
Handle escalated client enquiries and complaints, ensuring timely and effective resolution.
Act as the key liaison for local operations, working closely with the HQ Management Team to align on business direction and ensure effective execution of HQ initiatives in Malaysia
Communicate local market and operational feedback to HQ and support the implementation of regional business strategies.
Work closely with internal teams including Operations, Compliance, Product, and Business Development to resolve client issues and improve the overall client experience.
Ensure team adherence to internal policies, procedures, and relevant regulatory requirements.
Identify operational and service gaps and drive process improvements and system enhancements.
Prepare and present team performance updates and support recruitment, onboarding, and team development.

Requirements

Diploma or Bachelor's Degree in Finance, Business, Economics, or a related discipline is preferred.
2-3 years of proven team management or supervisory experience, preferably managing customer service, sales, telemarketing, or client-facing teams.
1-2 years of sales or business development experience is preferred.
Experience in financial services, brokerage, banking, fintech, or other regulated financial institutions will be an added advantage.
Experience covering or supporting the Singapore market will be an added advantage.
Strong customer service and client management skills, with the ability to handle escalations and difficult client situations.
Strong understanding of sales performance management and KPI-driven environments.
Excellent communication and interpersonal skills.
Language proficiency in English, Malay is a must, while Chinese/Mandarin is advantageous
Bumiputera candidates are encouraged to apply.
Strong leadership, coaching, and problem-solving abilities.
Able to work in a fast-paced environment and effectively manage multiple priorities.
Proactive, results-oriented, and committed to delivering a high-quality client experience.
Strong stakeholder management skills, with the ability to work effectively with HQ management and local cross-functional teams.