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.

• 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.