Job Description
Position: Operation & Customer Manager
Location: Kuala Lumpur, Malaysia (On-site)
Job Type: Full time
Company Description:
STARTRADER is one of the world’s fastest-growing brokers that provides leading, continuously optimized and advisory solutions to clients globally. With us, you can trade hundreds of financial instruments across asset classes – CFD on forex, metals, commodities, indices, and shares. STARTRADER is the brand representing a network of regulated and licensed entities across various jurisdictions, each authorized to provide specific financial services in compliance with local regulations.
Role Overview:
The Operations & Customer role is responsible for ensuring smooth daily operations and delivering effective support to customers. The role works closely with internal teams to handle customer needs, coordinate resources, resolve issues, and improve operational processes to enhance customer satisfaction and efficiency.
Key Responsibilities:
- Lead, coach, and motivate a team of customer service representatives to achieve performance goals
- Monitor service quality and ensure timely, accurate responses to client inquiries via phone, email, and live chat
- Act as the first escalation point for complex client issues, providing guidance and resolution
- Work closely with Compliance, Operations, and Product teams to improve internal processes
- Analyse service trends and identify opportunities for training or improvement
- Support recruitment, onboarding, and ongoing development of the customer service team
- Maintain awareness of industry best practices and apply them to strengthen team capabilities
- Lead and manage the Client Service team, oversee the end-to-end complaints management process, ensuring all cases are handled efficiently, consistently, and in compliance with regulatory requirements.
- Serve as the escalation point for complex or high-risk complaints, providing strategic guidance and hands-on resolution support.
- Design, implement, and maintain SOPs, FAQs, and internal training programs to standardize practices and enhance team capabilities.
- Analyse complaint trends and root causes to identify recurring issues and recommend cross-functional process improvements.
- Support workforce planning, performance reviews, and continuous development of team members.
Requirements and Skills:
- Bachelor’s degree in Business, Finance, or a related field.
- 5+ years of experience in a customer service supervisory or team lead role, with the ability to coach, inspire, and drive team performance.
- Strong background in developing or refining SOPs, training structures, and customer service processes.
- Excellent problem-solving and decision-making skills, particularly under pressure.
- Outstanding communication skills in both English and Chinese, with the ability to convey complex information clearly and professionally.
Why join us ?
STARTRADER is built on trust, innovation, and excellence. By joining us, you become part of a global brokerage where high performance is recognized, careers grow quickly, and teams collaborate to deliver exceptional client experiences. If you take pride in professionalism and ambition, STARTRADER is the right place for you.