Customer Support Manager (N)

Hytech Lihat semua pekerjaan

  • Kuala Lumpur
  • Tetap
  • Sepenuh masa
  • 7 hari lepas
About HytechHytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape.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.Role OverviewWe are seeking an experienced leader to oversee two critical client-facing functions in a fast-paced CFD/FX fintech environment:
  • Customer Service (Live trading support, platform, account, funding, trade issues)
  • Online Community & Reputation Management (Social platforms, review sites, public sentiment)
This role owns the end-to-end client experience across private and public channels, ensuring clients receive fast, accurate, empathetic support while the company maintains a strong, trusted reputation across all online platforms.---Key Responsibilities1. Ownership of End-to-End Client Experience
  • Define and drive the overall client experience strategy across CS and Community channels.
  • Ensure consistent tone, accuracy, and empathy across private (tickets/chats) and public (reviews/social) responses.
  • Establish service philosophy and response framework suited to client demographics.
---2. Leadership of CS and Community Team
  • Set KPIs, performance standards, and coaching frameworks for both teams.
  • Build leadership capability within both functions and develop succession planning.
  • Align both teams to operate as one Client Experience function, not separate silos.
---3. Operational Excellence in Live Trading Support
  • Oversee handling of incoming inquiries.
  • Ensure SOPs and knowledge bases are accurate, updated, and aligned with product, compliance, and dealing teams.
  • Lead incident response for trading disruptions, platform outages, and market volatility events.
---4. Online Reputation & Public Sentiment Management
  • Own company responses across review sites, app stores, forums, and social channels.
  • Define response playbooks for negative reviews, accusations, and escalations common in CFD/FX.
  • Use sentiment data to identify product, process, or communication gaps and drive internal improvements.
---5. Data, Insights & Continuous Improvement
  • Combine data from CS tickets and social/review platforms to identify recurring pain points.
  • Present actionable insights to Product, Tech, Compliance, and Operations teams.
  • Lead initiatives to reduce contact drivers, escalations, and negative reviews through operational and process improvements.
---6. Process, Governance & Risk Management
  • Ensure responses (private and public) meet compliance and regulatory communication standards.
  • Create escalation and crisis communication frameworks for market events and client disputes.
  • Standardize documentation, SOPs, and training approaches across both teams.
---7. Cross-Functional Collaboration

Hytech