Senior IB Client Support Executive

Ultima Markets; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

Ultima Markets is seeking a Client Support professional in Kuala Lumpur to manage client inquiries across chat, email, social media and phone. You will handle account opening, deposits and withdrawals, and platform issues, while updating Help Center content and delivering Forex training to teams and clients.

The role requires familiarity with MT4/MT5, CRM systems, and strong communication in Chinese and English, with the ability to multitask and maintain data integrity in a fast-paced fintech

Qualifications

• Experience in customer support, ideally in Forex/fintech.
• Solid understanding of Forex concepts and industry practices.
• Familiarity with CRM systems and trading platforms (MT4/MT5).
• Proficient in Chinese and English, both written and spoken.

Responsibilities

• Act as the primary contact for clients via live chat, email, social media and phone.
• Assist with account opening, IB account setup, deposits, withdrawals and platform issues.
• Update and maintain Help Center content to reflect new features and policies.
• Conduct training sessions on Forex basics and platform navigation for sales teams and clients.
• Support cross-departmental requests and CRM reporting as needed.

Skills

Client support

Forex trading

CRM tools

MT4/MT5

Chinese & English

Communication

Multitasking

Data handling

Tools

MT4/MT5

CRM software

Job description

Ultima Markets is a secure and regulated CFD trading gateway, offering access to 1,000+ instruments, including Forex, Commodities, Indices, and Stocks, to clients in over 170 countries. Founded in 2016, we are the Official Regional Partner of FC Internazionale Milano and the first CFD broker to support the UN Global Compact. We operate globally through entities regulated by the FCA, FSCA, and FSC, and in 2025 were honoured with 50+ global awards, including Best CFD Broker Global 2025.

To learn more about our company, please visit our website: https://www.ultimamarkets.com.

Job Description:

1.Client Support & Relationship Management

• Act as the primary point of contact for IB clients through live chat, email, social media, and phone.
• Handle a broad range of client inquiries, including account opening, IB account setup, deposits, withdrawals, and technical issues related to trading platforms and applications.
• Investigate client feedback, provide timely resolutions, and elevate complex cases when necessary.
• Maintain and update handbooks and training documentation for sales clients (e.g. Onboarding guides, video tutorials, FAQ documents) to reflect current operations and policy changes.

3.Help Center Content Maintenance

• Review and update Help Center content on the company website to align with new features, policies, and procedures, etc.

4.Training & Knowledge Sharing

• Conduct training sessions for sales teams or IB clients on Forex fundamentals, trading platform navigation (e.g., MT4), and system functionalities.

5.Ad Hoc Administrative & Operational Support

• Support cross-departmental requests and projects, as assigned (e.g., assist with generating CRM reports when needed).

Skills & Experience that WOW us:

• Minimum 2 years of working experience in customer support, preferably within the Forex trading industry or related fintech sectors such as cryptocurrency.
• Solid understanding of Forex trading concepts and industry best practices.
• Familiarity with customer support tools, CRM systems, and trading platforms (e.g., MT4/MT5),etc.
• Proficient in both verbal and written Chinese and English.
• Excellent communication skills with the ability to clearly convey ideas and resolve issues effectively with clients and internal teams.
• Strong multitasking ability to manage multiple client feedback and assigned tasks while maintaining quality and meeting deadlines.
• High level of integrity, accuracy, and accountability when handling sensitive client and transactional data.
• Willingness to work flexible shifts, including afternoon (up to 10 PM) and midnight (up to 12 AM), as needed.