Customer Service Manager

Moomoo is a comprehensive brokerage platform that empowers proactive investors to take control of their financial future with ease and confidence. We integrate professional trading data, global financial news, a trading community, and an innovative web platform to provide users with better data, tools, and performance.

Join our dynamic team at Moomoo, where your passion for finance and technology can thrive.

About the role

We are looking for an experienced and motivated Customer Service & Client Success Manager to lead a team of Customer Service and Client Success Specialists supporting our brokerage financial services business.

This role will be responsible for managing day-to-day team performance, ensuring high-quality customer service, driving client engagement and supporting business growth through effective team management and sales initiatives.

The ideal candidate should have 2-3 years of team management experience, with prior exposure to sales, customer service, financial services, or brokerage-related operations. Experience in a financial services environment will be an added advantage.

Key Responsibilities

• Lead and manage the Customer Service and Client Success Specialist team, overseeing daily operations, productivity, service quality, and KPI performance.
• Coach and develop team members through regular performance reviews, feedback, and training.
• Drive client engagement, retention, and sales performance through effective customer service and telemarketing initiatives.
• Handle escalated client enquiries and complaints, ensuring timely and effective resolution.
• Act as the key liaison for local operations, working closely with the HQ Management Team to align on business direction and ensure effective execution of HQ initiatives in Malaysia.
• Communicate local market and operational feedback to HQ and support the implementation of regional business strategies.
• Work closely with internal teams including Operations, Compliance, Product, and Business Development to resolve client issues and improve the overall client experience.
• Ensure team adherence to internal policies, procedures, and relevant regulatory requirements.
• Identify operational and service gaps and drive process improvements and system enhancements.
• Prepare and present team performance updates and support recruitment, onboarding, and team development.

Requirements

• Diploma or Bachelor’s Degree in Finance, Business, Economics, or a related discipline is preferred.

• 2-3 years of proven team management or supervisory experience, preferably managing customer service, sales, telemarketing, or client-facing teams.
• 1-2 years of sales or business development experience is preferred.
• Experience in financial services, brokerage, banking, fintech, or other regulated financial institutions will be an added advantage.
• Experience covering or supporting the Singapore market will be an added advantage.
• Strong customer service and client management skills, with the ability to handle escalations and difficult client situations.
• Strong understanding of sales performance management and KPI-driven environments.
• Excellent communication and interpersonal skills.
• Language proficiency in English, Malay is a must, while Chinese/Mandarin is advantageous.
• Bumiputera candidates are encouraged to apply.
• Strong leadership, coaching, and problem-solving abilities.
• Able to work in a fast-paced environment and effectively manage multiple priorities.
• Proactive, results-oriented, and committed to delivering a high-quality client experience.
• Strong stakeholder management skills, with the ability to work effectively with HQ management and local cross-functional teams.

Benefits

We offer a comprehensive and holistic work experience and package as follows:

• 13 months contractual bonus
• Annual performance bonus
• Yearly dental, optical & health check allowances
• Convenient Access to Public Transport
• Related courses and exam Sponsorship
• Career Development Opportunities in the Financial Services Industry
• Company Team Building & Bonding Activities
• Free-Flow Pantry Snacks & Drinks
• Dynamic, Multinational Working Environment

Please note that only short-listed candidates will be contacted. Thank you.