Head of Client Experience & Community – Fintech Trading

Hytech; Kuala Lumpur; Sur place; MYR 140 000 - 200 000; Plein temps

Résumé du poste

Hytech in Kuala Lumpur seeks an experienced leader to oversee two client‑facing functions—Customer Service and Online Community & Reputation Management—in a fast‑paced CFD/FX fintech environment. You will shape the client experience strategy, define playbooks, and drive improvements across support and public channels.

You will lead KPI development, mentor managers, and partner with Product, Tech, and Compliance to reduce escalations and negative reviews while ensuring regulatory communication

Qualifications

• 6–10 years in Customer Service, Client Experience, Community, or Reputation roles.
• Minimum 3–5 years leading and coaching junior managers.
• Strong understanding of trading platforms, client behaviour during market volatility, and dispute patterns.
• Experience managing both operational support and public reputation functions.
• Strong analytical, process, and stakeholder management skills.
• Ability to operate in high‑pressure, real‑time trading environments.
• Excellent communication skills with high emotional intelligence.

Responsabilités

• Define and drive the overall client experience strategy across Customer Service and Community channels.
• Ensure consistent tone, accuracy, and empathy across private (tickets/chats) and public (reviews/social) responses.
• Establish a service philosophy and response framework suited to client demographics.
• Set KPIs, performance standards, and coaching frameworks for both teams.
• Build leadership capability within both functions and develop succession planning.
• Align both teams to operate as one Client Experience function, not separate silos.
• Oversee handling of incoming inquiries in Live Trading Support.
• Ensure SOPs and knowledge bases are accurate, updated, and aligned with product, compliance, and dealing teams.
• Lead incident response for trading disruptions, platform outages, and market volatility events.
• Own company responses across review sites, app stores, forums, and social channels.
• Define response playbooks for negative reviews, accusations, and escalations.
• Use sentiment data to identify product, process, or communication gaps and drive internal improvements.
• Combine data from CS tickets and social/review platforms to identify recurring pain points.
• Present actionable insights to Product, Tech, Compliance, and Operations teams.
• Lead initiatives to reduce contact drivers, escalations, and negative reviews through operational and process improvements.
• Create escalation and crisis communication frameworks for market events and client disputes.
• Standardize documentation, SOPs, and training approaches across both teams.
• Act as the voice of the client to Product, Trading, Payments, Compliance, and Marketing teams.
• Participate in new product rollouts to ensure readiness from both support and reputation angles.

Connaissances

Customer Service

Client Experience

Community Management

Reputation Management

Leadership

Stakeholder Management

Emotional Intelligence

Description du poste

Hytech in Kuala Lumpur seeks an experienced leader to oversee two client‑facing functions—Customer Service and Online Community & Reputation Management—in a fast‑paced CFD/FX fintech environment. You will shape the client experience strategy, define playbooks, and drive improvements across support and public channels.

You will lead KPI development, mentor managers, and partner with Product, Tech, and Compliance to reduce escalations and negative reviews while ensuring regulatory communication