VIP Customer Service Manager (Malaysia)

Weltrade; Malaysia; Remote; MYR 78,000 - 134,000; Full time

Benefits offered by this job

Remote-first

Ownership

Flat organization

Wellbeing/Leave allowance

Job summary

Weltrade is seeking a VIP Client Services specialist to serve as the single point of contact for high-potential traders in Malaysia. You will resolve complex requests with speed while upholding strict compliance and discretion.

As part of a remote-first, performance-driven team, you will upgrade eligible clients to VIP status, drive deposits and trading activity, and protect Weltrade’s reputation across time zones.

Qualifications

• Fluent in English and Malay (written and spoken).
• 1–3+ years VIP client support or retention experience.
• Hands-on experience with MT4/MT5 and trading flows.
• Solid understanding of trading terms, spreads, deposits, and brokerage mechanics.

Responsibilities

• Serve as the single point of contact for VIP clients in Malaysia.
• Resolve complex requests quickly while maintaining compliance and discretion.
• Upgrade eligible clients to VIP status and reactivate low-activity accounts.
• Document client interactions in CRM and track activity against KPIs.

Skills

English fluency

Malay fluency

VIP support experience

CRM documentation

MT4/MT5 support

Tools

CRM software

Trading platform tooling

Job description

Become a part of Weltrade, a reliable international company with over 19 years of experience in the FX and online trading market.

Join our Global Team! Work From Anywhere! Grow With Us!

About Weltrade

Weltrade is a leading international Fintech innovator with over two decades of stability and trust. Established in 2006, we are committed to providing secure, efficient, and accessible trading solutions in the global FX and online trading market. We operate as a truly global, remote-first team across different time zones, united by a culture of autonomy and shared goals. We are currently seeking proactive specialists to join our cross-functional environment. At Weltrade we offer impact, ownership, and the stability to do your best work. We are a flat organization where empowered professionals are trusted to design the future of global trading.

About the role

In this role, you will join our Client Services function, a performance-driven, client-obsessed group dedicated to protecting trader trust and increasing long-term value across our VIP portfolio in the Malaysia region. Your mission is to act as the single point of contact for VIP and high-potential clients—resolving complex requests with speed and precision—while actively upgrading eligible clients to VIP status and reactivating low-activity accounts. Your core challenge is balancing premium service with commercial outcomes: growing deposits and trading activity without compromising compliance, accuracy, or discretion. Your work directly impacts retention, lifetime value, and Weltrade’s reputation for trading in the region.

You Have

• Language Fluency (Mandatory): English (C1+) and Malaysian (C1+), spoken and written; both assessed during the hiring process.
• VIP Support / Retention Experience: 1–3+ years in VIP customer support, account management, retention, or high-touch client service in a performance-measured environment.
• Trading Platform Proficiency: Hands-on experience supporting clients on MT4/MT5 (preferred) plus web/mobile trading flows, including basic troubleshooting and guidance.
• Markets & Brokerage Knowledge: Solid understanding of trading terminology and mechanics (instruments, spreads, swaps, execution, funding flows) within brokerage/fintech/financial services.
• CRM + KPI Discipline: Proven ability to document client interactions in CRM, track client activity/deposits, and operate against targets (retention, upgrades, response time/SLA).

Good to Have

• Experience supporting Indonesian clients/markets or managing a region-specific VIP book.
• Background partnering with internal stakeholders such as Dealing, Payments, Risk, or Compliance on sensitive cases.
• Experience working in a remote-first, distributed team with asynchronous collaboration.

What We Offer

Remote-First Flexibility, Ownership & Impact, Flat Organization, Wellbeing/Leave Allowance.

Recruitment Process

Application Review > HR Interview > Technical Interview > Final Interview > Offer