Data-Driven Customer Success Leader

Moomoo Inc.; Riyadh; On-site; SAR 180,000 - 320,000; Full time

Benefits offered by this job

Competitive compensation

Diverse work environment

Business casual attire

Job summary

Moomoo Inc. is seeking an experienced, data-driven Customer Success Manager to build and lead a team of Customer Success Specialists, delivering exceptional service and driving retention, expansion, and satisfaction.

You will own cross-functional collaboration, optimize processes, design training programs, and analyze KPIs to improve outcomes and spot upsell opportunities while ensuring regulatory compliance.

Qualifications

• Bachelor's degree in business, finance, or a related field.
• Minimum 5 years of relevant experience, including at least 2 years of directly managing customer success, customer service, or sales support team.
• Required languages: Arabic (Native/Fluent), English (Business level), Mandarin (preferred but not mandatory).
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Knowledge of financial markets and stockbroking processes.
• Ability to handle stressful situations and resolve conflicts effectively.
• Proficiency in customer service software and CRM systems.
• Adaptability to handle rotational shifts, catering to both foreign and domestic market requirements.

Responsibilities

• Lead and manage a team of customer service representatives, providing direction, mentorship, and performance management.
• Oversee escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Identify and implement process improvements within the customer service department.
• Design and deliver comprehensive training programs for customer service representatives.
• Prepare and analyze reports on KPIs related to customer service.
• Collaborate with operations, compliance, and sales to address client concerns.
• Ensure compliance with relevant regulations and company policies.

Skills

Team leadership

Customer success

CRM proficiency

Arabic language

English language

Mandarin (preferred)

Financial markets knowledge

Conflict resolution

Stress management

Education

Bachelor's degree in business/finance or related field

Tools

CRM systems

Customer service software

Job description

Moomoo Inc. is seeking an experienced, data-driven Customer Success Manager to build and lead a team of Customer Success Specialists, delivering exceptional service and driving retention, expansion, and satisfaction.

You will own cross-functional collaboration, optimize processes, design training programs, and analyze KPIs to improve outcomes and spot upsell opportunities while ensuring regulatory compliance.