Customer Service Team Lead - Escalation

Fuku; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Hytech is seeking a Trading Complaints Lead in Kuala Lumpur to oversee and optimize the trading complaints management process, ensuring efficiency, consistency, and regulatory compliance. You will handle complex cases and work with Compliance, Risk, Product, and IT to improve customer experience and mitigate risks.

This role requires 3-5 years in complaints management or trading support with leadership experience, strong English communication, and the ability to guide SOPs, FAQs, and training

Qualifications

• 3–5 years in complaints management or trading support with leadership preference.
• Proven ability to develop SOPs, FAQs, and training programs.
• Strong analytical skills to identify trends from complaint data.
• Excellent written and verbal English with professional grammar.
• Ability to work with Compliance and Legal teams in a fast-paced environment.

Responsibilities

• Oversee trading complaints management, ensuring efficiency and compliance requirements.
• Develop, refine, and update complaint handling SOPs, FAQs, and training materials.
• Analyze complaint data to identify trends and drive cross-departmental improvements.
• Handle complex and high-impact complaint cases, providing expert decision-making support.
• Ensure all complaint-handling processes comply with local regulations by working with Compliance.
• Lead and train the complaints team to enhance expertise and customer communication skills.
• Collaborate with IT, Risk, Finance, and Product teams to drive product and system improvements related to complaints.
• Report key complaint trends, data insights, and recommendations to management regularly.

Skills

Leadership

Complaint management

Business communication

Data analysis

Regulatory awareness

Job description

About Hytech

Hytech is a management consulting company headquartered in Australia and Singapore, focusing on providing digital transformation solutions for the fintech and Financial Services industries. Our services cover multiple areas such as back-office operation support, Human Resource Planning, payment systems, and risk control, committed to providing comprehensive and professional service support to clients. With a team of over 2,000 professionals worldwide, we have deep industry insights and localization implementation capabilities to ensure efficient business progress while complying with local regulations. Hytech always focuses on mid- and back-end solutions, without involving any front-end or transaction-related businesses, continuously helping customers achieve secure, compliant, and sustainable digital transformation.

Role Overview:

As the Trading Complaints Lead, you will be responsible for overseeing and optimizing the trading complaints management process to ensure efficiency, consistency, and regulatory compliance. You will directly handle complex complaint cases, lead initiatives to improve SOPs, training, and FAQs, and enhance the team's ability to manage customer complaints effectively. This role requires close collaboration with multiple departments and global teams— including Compliance, Risk, Product, and IT— to improve customer experience and mitigate compliance risks.

Responsibilities:

• Oversee trading complaints management, ensuring efficiency and adherence to compliance requirements.
• Develop, refine, and update complaint handling SOPs, FAQs, and training materials, ensuring effective execution within the team.
• Analyze complaint data to identify trends and drive cross-departmental improvements.
• Handle complex and high-impact complaint cases, providing expert decision-making support.
• Ensure all complaint-handling processes comply with local regulations (e.g., ASIC, FCA) by working closely with the Compliance team.
• Lead and train the complaints team to enhance their expertise and customer communication skills.
• Act as a liaison between departments, collaborating with IT, Risk, Finance, and Product teams to drive product and system improvements related to complaints.
• Report key complaint trends, data insights, and recommendations to management regularly.

Requirements:

• 3-5 years of experience in complaints management, customer service, or trading support, with leadership experience preferred.
• Proven ability to develop and implement SOPs, FAQs, and training programs.
• Strong analytical skills, capable of identifying trends from complaint data and proposing improvement strategies.
• Excellent written and verbal communication skills in English, with the ability to convey ideas clearly and professionally. Strong command of grammar.
• Strong logical thinking, multi-tasking abilities, and problem-solving skills in a fast-paced environment.
• Understanding of financial industry compliance requirements and ability to work effectively with Compliance and Legal teams.