Customer Support Team Lead - FX

OX Human Resources Consultancies; Kuala Lumpur; On-site; MYR 90,000 - 140,000; Full time

Job summary

OX Human Resources Consultancies in Kuala Lumpur is seeking an experienced Customer Service Team Lead with Forex/FX or CFD industry background to guide and support the customer service team.

You will oversee daily operations, manage workloads, monitor KPIs, handle escalations, train staff, and coordinate with Sales, Compliance, Payments, and Trading to deliver outstanding client support.

Qualifications

• 3+ years in customer service or customer experience.
• 1-2 years in a team lead or supervisor role.

Responsibilities

• Lead and motivate the Customer Service team to deliver high‑quality client support.
• Oversee daily operations: workload, shifts, attendance and performance.
• Monitor interactions across Live Chat, Email, WhatsApp, Phone and more.
• Resolve complex or escalated client enquiries professionally and promptly.
• Ensure understanding of Forex/CFD products, platforms, deposits/withdrawals, and processes.
• Track KPIs: response time, resolution time, CSAT, service quality, productivity, SLA.
• Conduct regular coaching, reviews, and training for team growth.
• Identify knowledge gaps and provide ongoing product and process training.
• Perform QA checks and give constructive feedback to staff.
• Analyse recurring issues and drive process improvements.
• Collaborate with Sales, Retention, Operations, Compliance, Payments, Risk, Trading.
• Prepare reports on performance, feedback, escalations, and operations.
• Develop and maintain customer service SOPs and knowledge bases.
• Support recruitment, onboarding, and development of new team members.
• Ensure communications comply with policies and regulatory requirements.

Skills

Customer service

Team leadership

Communication

Problem solving

Multitasking

Bilingual: Mandarin & English

Tools

CRM systems

Help desk software

Reporting tools

Job description

We are looking for an experienced and driven Customer Service Team Lead with a strong background in the Forex/FX or CFD industry to lead and support our Customer Service team.

The successful candidate will be responsible for overseeing daily customer support operations, ensuring a high standard of service, monitoring team performance, and driving improvements across the customer experience. You will act as a key point of escalation for complex client issues while working closely with internal teams such as Operations, Sales, Compliance, Payments, and Trading.

What You'll Do

• Lead, manage, and motivate the Customer Service team to deliver a high standard of client support.
• Oversee daily team operations, including workload allocation, shift planning, attendance, and overall performance.
• Monitor customer interactions across channels such as Live Chat, Email, WhatsApp, Phone, and other communication platforms.
• Handle and resolve complex or escalated client enquiries and complaints in a professional and timely manner.
• Ensure the team has a strong understanding of Forex/CFD products, trading platforms, account-related processes, deposits and withdrawals, and general client enquiries.
• Monitor key team KPIs, including response time, resolution time, customer satisfaction, service quality, productivity, and SLA adherence.
• Conduct regular performance reviews, coaching sessions, and training to support team development.
• Identify knowledge gaps and provide ongoing product, process, and customer service training.
• Conduct quality assurance checks and provide constructive feedback to team members.
• Analyse recurring customer issues and identify opportunities to improve processes and the overall customer experience.
• Work closely with internal departments, including Sales, Retention, Operations, Compliance, Payments, Risk, and Trading, to ensure customer issues are resolved efficiently.
• Prepare regular reports on team performance, customer feedback, escalations, and operational issues.
• Develop and maintain customer service procedures, SOPs, knowledge base materials, and internal guidelines.
• Support the recruitment, onboarding, and development of new Customer Service team members.
• Ensure all customer communications and processes comply with company policies and relevant regulatory requirements.

What We're Looking For

• 3+ years of experience in Customer Service, Client Support, or Customer Experience.
• At least 1-2 years of experience in a Team Lead, Supervisor, or senior-level role.
• Previous experience within the Forex, FX, CFD, Brokerage, FinTech, or Financial Services industry is highly preferred.
• Strong understanding of the customer lifecycle and common client support processes within an FX/CFD brokerage.
• Familiarity with trading platforms such as MetaTrader 4/5 or similar platforms is an advantage.
• Experience managing and developing a team in a fast-paced, target-driven environment.
• Strong problem-solving and conflict-resolution skills.
• Ability to handle escalated and sensitive customer complaints professionally.
• Experience monitoring KPIs, SLAs, customer satisfaction, and team productivity.
• Strong communication, leadership, and interpersonal skills.
• Highly organised, proactive, and able to manage multiple priorities.
• Comfortable working with CRM systems, customer support platforms, and reporting tools.
• Strong written and spoken Mandarin Chinese & English