Client Success Specialist (Fintech)

TL;DR

Client Success Specialist (Fintech): Providing multi-channel support and tailored guidance to FX and CFD traders to ensure positive outcomes and retention with an accent on solution-focused guidance and client segmentation. Focus on resolving complex enquiries, conducting trade investigations, and collaborating with internal teams to improve product roadmaps.

Location: Must have the appropriate rights and documentation for employment in Malaysia

Company

A leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting.

What you will do

• Deliver high-quality multi-channel support to standard and premium traders and partners.
• Drive client retention through accurate guidance and practical insights.
• Identify and report trends and recurring issues to influence Product and IT roadmaps.
• Collaborate with internal stakeholders to resolve client issues and support market expansion.
• Conduct layer-1 trade investigations and validations.
• Handle professional escalations and ensure documentation within agreed timeframes.

Requirements

• Proven experience in customer service, preferably in fintech.
• Fluency in English and Hindi (verbal and written).
• Proficiency in CRM and service desk systems.
• Ability to work on rotating day shifts and weekend shifts.
• Strong problem-solving skills and attention to detail.
• Valid work authorization for Malaysia.

Culture & Benefits

• Competitive and attractive compensation.
• Extensive learning opportunities, including professional training, certifications, and soft skills development.
• 21 days of annual leave per year.
• Health insurance.
• Quarterly flexible allowance for health and lifestyle support.

Hiring process

• Talent Acquisition Interview (45 minutes).
• Take-home assessment (1 day).
• Final interview (30 minutes).