Senior Client Success Specialist (International Market)

Moomoo MY; Kuala Lumpur; Vor Ort; MYR 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Commission + shift allowance

Public transport access

Certificate sponsorship

Career development

Team building activities

Snacks & drinks

Multinational environment

Zusammenfassung

Moomoo Malaysia is hiring a Client Success Specialist to provide professional support via phone, email, and live chat, guiding clients through onboarding, verification, and trading platform inquiries while promoting product adoption. You will own escalated issues, monitor CSAT, and collaborate with product and operations to improve the client experience in a dynamic, multinational environment.

Requirements include a Bachelor's degree in a related field, 1+ year in client success or financial

Qualifikationen

• Bachelor's degree or above in Business, Finance, Economics, or related field.
• Experience in client success, customer service, or related financial services preferred.
• Good understanding of financial markets and trading platforms.
• Excellent communication and problem-solving skills.

Aufgaben

• Provide professional support via phone, email, and live chat with escalated cases.
• Guide clients through onboarding, registration, verification, and platform inquiries.
• Promote product adoption and identify account growth opportunities.
• Own escalated complaints, resolve timely and follow up.
• Identify potential fraud, AML concerns, and privacy incidents.
• Coach and mentor junior team members through training and feedback.
• Coordinate daily team operations and manage complex escalations.
• Monitor CSAT, prepare management reports, and drive improvements.

Kenntnisse

Customer service

Communication

Problem solving

English fluency

Mandarin (advantage)

Financial markets knowledge

Onboarding/training

Escalation handling

Ausbildung

Bachelor's degree or above in Business, Finance, Economics, or related field

Tools

CRM tools

Reporting tools

Jobbeschreibung

Moomoo is a comprehensive brokerage platform that empowers proactive investors to take control of their financial future with ease and confidence. We integrate professional trading data, global financial news, a trading community, and an innovative web platform to provide users with better data, tools, and performance.

Join our dynamic team at Moomoo as a Client Success Specialist, where your passion for finance and technology can thrive.

Job Description

• Provide professional support via phone, email, and live chat, handling complex inquiries and escalated cases while ensuring a positive client experience
• Guide clients through onboarding, account registration, verification, and trading platform inquiries, while promoting product adoption and identifying account growth opportunities
• Take ownership of escalated complaints, ensure timely resolution and follow-up, and identify recurring issues for process improvement
• Identify and promptly escape potential fraud, account compromise, AML concerns, privacy incidents, and other high-risk cases
• Coach and mentor junior team members through training, call monitoring, case reviews, and constructive feedback to improve service quality
• Support daily team operations, workflow coordination, resource allocation, and complex case escalations
• Monitor team performance, CSAT, and client feedback, prepare management reports, and drive service quality and process improvements
• Collaborate with product, operations, and other internal teams to share client feedback, improve customer experience, and support business initiatives

Moomoo is a comprehensive brokerage platform that empowers proactive investors to take control of their financial future with ease and confidence. We integrate professional trading data, global financial news, a trading community, and an innovative web platform to provide users with better data, tools, and performance.

Join our dynamic team at Moomoo as a Client Success Specialist, where your passion for finance and technology can thrive.

Job Description

• Provide professional support via phone, email, and live chat, handling complex inquiries and escalated cases while ensuring a positive client experience
• Guide clients through onboarding, account registration, verification, and trading platform inquiries, while promoting product adoption and identifying account growth opportunities
• Take ownership of escalated complaints, ensure timely resolution and follow-up, and identify recurring issues for process improvement
• Identify and promptly escape potential fraud, account compromise, AML concerns, privacy incidents, and other high-risk cases
• Coach and mentor junior team members through training, call monitoring, case reviews, and constructive feedback to improve service quality
• Support daily team operations, workflow coordination, resource allocation, and complex case escalations
• Monitor team performance, CSAT, and client feedback, prepare management reports, and drive service quality and process improvements
• Collaborate with product, operations, and other internal teams to share client feedback, improve customer experience, and support business initiatives

Requirements

• Bachelor's degree or above in Business, Finance, Economics, or a related field
• Minimum 1 year of experience in client success, customer service, or related financial services roles, preferably in trading, stockbroking, or fintech
• Experience in mentoring, training, or supporting junior team members is preferred
• Good understanding of financial markets, trading platforms, investment products, and client account processes
• Proficient in CRM and customer service tools, with basic reporting and data analysis skills
• Excellent English communication skills; Mandarin is an advantage
• Strong problem-solving, communication, and multitasking skills, with the ability to handle escalations under pressure
• Willing to work shifts, including evenings, nights, and weekends (shift allowance provided)
• Bumiputera candidates are encouraged to apply.

Benefits

We offer a comprehensive and holistic work experience and package as follows:

• Competitive compensation & benefits.
• Monthly salary package consists of basic salary +commission + shift allowance (if applicable)
• Convenient Access to Public Transport
• Certificate/Exam Sponsorship
• Career Development Opportunities in the Financial Services Industry
• Company Team Building & Bonding Activities
• Free-Flow Pantry Snacks & Drinks
• Dynamic, Multinational Working Environment

Please note that only short-listed candidates will be contacted. Thank you.