FX Customer Experience Lead

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

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.