Senior Client Success Specialist (International Market)

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 as a Client Success Specialist, where your passion for finance and technology can thrive. Job Description - Provide professional support via phone, email, and live chat, handling complex inquiries and escalated cases while ensuring a positive client experience. - Guide clients through onboarding, account registration, verification, and trading platform inquiries, while promoting product adoption and identifying account growth opportunities. - Take ownership of escalated complaints, ensure timely resolution and follow-up, and identify recurring issues for process improvement. - Identify and promptly escalate potential fraud, account compromise, AML concerns, privacy incidents, and other high-risk cases. - Coach and mentor junior team members through training, call monitoring, case reviews, and constructive feedback to improve service quality. - Support daily team operations, workflow coordination, resource allocation, and complex case escalations. - Monitor team performance, CSAT, and client feedback, prepare management reports, and drive service quality and process improvements. - Collaborate with product, operations, and other internal teams to share client feedback, improve customer experience, and support business initiatives. Requirements - Bachelor's degree or above in Business, Finance, Economics, or a related field. - Minimum 1 year of experience in client success, customer service, or related financial services roles, preferably in trading, stockbroking, or fintech. - Experience in mentoring, training, or supporting junior team members is preferred. - Good understanding of financial markets, trading platforms, investment products, and client account processes. - Proficient in CRM and customer service tools, with basic reporting and data analysis skills. - Excellent English communication skills; Mandarin is an advantage. - Strong problem-solving, communication, and multitasking skills, with the ability to handle escalations under pressure. - Willing to work shifts, including evenings, nights, and weekends (shift allowance provided). - Bumiputera candidates are encouraged to apply. Benefits We offer a comprehensive and holistic work experience and package as follows: - Competitive compensation & benefits. - Monthly salary package consists of basic salary +commission + shift allowance (if applicable) - Convenient Access to Public Transport - Certificate/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.