Global Forex CS Team Lead — Remote, 1PM–10PM

Ultima Markets; Kuala Lumpur; On-site; MYR 134,000 - 201,000; Full time

Job summary

Ultima Markets in Kuala Lumpur is seeking an experienced Senior Customer Support Team Lead to manage international CS teams across markets. You will oversee daily operations, set KPIs, and provide coaching and development to raise performance and service quality.

The role requires fluency in Chinese and English, strong leadership, and the ability to coordinate with Operations, Sales, Branding and other stakeholders.

Qualifications

• Minimum 3 years of experience in client support or customer service Team Lead or Senior level roles in Forex trading.
• Proficient in both verbal and written Chinese and English.
• Demonstrated leadership skills, including team management and coaching.
• Strong communication skills for collaboration within the team, across departments, and with external stakeholders.
• Strong problem-solving and analytical skills to resolve escalated issues and drive improvements.
• Highly adaptable and resilient to evolving operational demands.
• High integrity, accuracy, and accountability when handling sensitive client data.
• Applicant MUST be able to work shift duty: morning shift in Office; other shifts 1PM–10PM, Work from Home.

Responsibilities

• Lead and manage international CS teams, overseeing daily operations and resolving complex client issues.
• Manage teams across different countries and cultures, ensuring consistent service standards.
• Set and monitor monthly KPIs to evaluate performance.
• Provide coaching, training, and development to improve team performance.
• Assess staffing needs and participate in recruitment with the Talent Acquisition team.
• Conduct regular quality assurance checks on live chats and communications to ensure quality.
• Oversee updates to training materials, sales handbooks, and Help Center content.
• Lead weekly review meetings to identify opportunities across projects.
• Coordinate with international teams and stakeholders to ensure effective communication and cross-functional alignment.
• Conduct training sessions on Forex fundamentals and platform navigation (MT4).
• Execute special projects and support initiatives assigned by management.

Skills

Leadership

Team management

Coaching

Training

Communication

Cross-cultural communication

Analytical skills

Recruitment coordination

Tools

MT4

Job description

Ultima Markets in Kuala Lumpur is seeking an experienced Senior Customer Support Team Lead to manage international CS teams across markets. You will oversee daily operations, set KPIs, and provide coaching and development to raise performance and service quality.

The role requires fluency in Chinese and English, strong leadership, and the ability to coordinate with Operations, Sales, Branding and other stakeholders.