Trading Complaints Specialist

Hytech; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Hytech is seeking a proactive customer support professional to be the first point of contact for clients. You will handle live chat, phone, and email inquiries, resolve issues, and help maintain accurate records while supporting ongoing process improvements.

The role emphasizes experience in trading/brokerage operations, SOP creation, and cross-department coordination within a fast-paced environment. Based in Malaysia, office-based work is anticipated.

Qualifications

• 1-3 years of experience in trading/brokerage operations (forex, metals, derivatives, etc.).
• Experience creating SOPs and improving workflows with measurable outcomes.
• Hands-on involvement in operational or system enhancement projects, including requirements gathering.
• Strong analytical thinking and problem-solving abilities.
• Ability to coordinate across departments in a fast-paced environment.
• Familiarity with incident handling and escalation workflows.

Responsibilities

• Be the first point of contact for customers via live chat, phone, and email.
• Resolve client issues, collect feedback, and maintain accurate records.
• Assist with departmental documentation and process improvements.
• Coordinate with multiple teams to support smooth operations in a fast-moving setting.

Skills

Trading operations

SOP creation

Workflow optimization

Requirements gathering

Analytical thinking

Cross-department coordination

Incident handling

Escalation workflows

Job description

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specializing in digital transformation for fintech and financial services organizations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimize operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape. Our client portfolio includes top global trading platforms and leading crypto exchanges.

With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.

About the Role

You will be the first point of contact for customers, providing timely and professional support through live chat, phone, and email. This role focuses on resolving client issues, handling feedback, maintaining accurate records, and assisting with departmental documentation.

Responsibilities

Core Requirements:

• 1-3 years of experience in trading / brokerage operations (forex, metals, commodities, derivatives, etc.)
• Experience in SOP creation, workflow optimization, or process improvement with measurable outcomes
• Hands-on involvement in operational or system enhancement projects, including requirement gathering and implementation coordination
• Strong analytical thinking and problem-solving skills
• Able to coordinate effectively across departments in a fast-paced environment
• Familiar with incident handling, escalation workflows, and severity prioritization

Qualifications:

• Self-motivated learner with interest in automation, AI tools, or API integrations
• Demonstrated initiative or informal leadership in improving team processes or operational efficiency