Customer Service Manager (Hong Kong Market)

Moomoo MY

Kuala Lumpur

On-site

MYR 90,000 - 130,000

Full time

4 days ago

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Benefits offered by this job

13th month bonus

Annual performance bonus

Dental + health allowances

Public transport access

Course sponsorship

Career development opportunities

Team building activities

Snacks & drinks

Job summary

Moomoo MY is seeking an experienced Customer Service & Client Success Manager to lead a team supporting the Hong Kong market. You will drive client engagement, scale operations, and ensure high-quality service while collaborating with HQ to align local initiatives in Malaysia.

The role requires 2–3 years of team management in financial services or brokerage-related operations, with a preference for experience across sales, customer service, and client-facing activities.

Qualifications

Diploma or Bachelor's Degree in Finance, Business, Economics, Management, or a related discipline is preferred.
2-3 years of proven team management or supervisory experience in customer service, sales, telemarketing, client success, or related
1-2 years of experience in sales or business development preferred
Experience in financial services, securities brokerage, banking, fintech, or regulated financial institutions is advantageous
Experience with Hong Kong and US markets is an added advantage

Responsibilities

Lead and manage the Customer Service team, overseeing daily operations, productivity, service quality, and KPI performance
Coach, mentor, and develop team members through regular performance reviews and training
Drive client engagement, retention, and business performance through customer service and telemarketing initiatives
Handle escalated client enquiries, complaints, and complex cases with timely, professional resolutions
Serve as liaison for local operations and align HQ initiatives with Malaysia market needs
Provide HQ with market feedback and support regional business strategies implementation
Collaborate with Operations, Compliance, Product, and Business Development to resolve issues and improve processes
Ensure compliance with internal policies and regulatory requirements relevant to Hong Kong and other regions
Identify gaps and drive continuous improvements in processes and systems
Prepare and present regular team performance reports and updates
Support recruitment, onboarding, and workforce planning to maintain capability and coverage
Conduct monthly 1-on-1 meetings and implement development plans for staff growth

Skills

Team management

Customer service

Client management

Sales experience

KPI management

Leadership

Stakeholder management

Education

Finance/Business degree

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 for Hong Kong market.

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 team, overseeing daily operations, productivity, service quality, and overall KPI performance
Coach, mentor, and develop team members through regular performance reviews, feedback, training, and ongoing performance management
Drive client engagement, retention, and business performance through effective customer service, client engagement, and telemarketing initiatives
Handle escalated client enquiries, complaints, and complex cases, ensuring timely, professional, and effective resolution
Serve as the key liaison for local operations, working closely with the HQ Management Team to align with business objectives and ensure the effective execution of HQ initiatives in Malaysia
Provide HQ with timely feedback on local market conditions, customer needs, and operational matters, and support the implementation of regional business strategies
Collaborate closely with internal teams, including Operations, Compliance, Product, and Business Development, to resolve client issues, improve processes, and enhance the overall client experience
Ensure the team complies with internal policies, procedures, service standards, and Hong Kong and relevant regulatory requirements
Identify operational and service gaps and drive continuous improvements in processes, workflows, and systems
Prepare and present regular team performance reports and operational updates to management
Support recruitment, onboarding, workforce planning, and ongoing team development to ensure adequate team capability and coverage
Conduct monthly 1-on-1 meetings with team members, provide constructive feedback and development recommendations, and implement appropriate development plans to support individual growth and talent development within the team
Carry out other duties assigned by management from time to time

Requirements

Diploma or Bachelor's Degree in Finance, Business, Economics, Management, or a related discipline is preferred
2-3 years of proven team management or supervisory experience, preferably managing customer service, sales, telemarketing, client success, or other client-facing teams
1-2 years of experience in sales or business development is preferred
Experience in financial services, securities brokerage, banking, fintech, or other regulated financial institutions will be an added advantage
Experience with Hong Kong and US markets will be an added advantage
Strong customer service and client management skills, with the ability to effectively handle escalated and complex client matters
Strong understanding of sales and service performance management, with experience working in KPI-driven environments
Excellent communication, interpersonal, and stakeholder management skills
Fluent in Cantonese, Mandarin and English, with strong written and verbal communication skills
Strong leadership, coaching, team management, and problem-solving skills
Ability to work effectively in a fast-paced environment and manage multiple priorities
Proactive, results-oriented, and committed to delivering a high-quality client experience
Strong stakeholder management skills, with the ability to collaborate effectively with HQ management and local cross-functional teams