Role Overview :
We are seeking for Customer Experience CX Specialists to join our growing global CX team, supporting the client lifecycle across Onboarding, Account Management, and Retention. These roles are pivotal in shaping our clients’ first impressions, building long-term relationships, and ensuring satisfaction throughout their trading journey. Each specialist will initially join as a Customer Experience Specialist Phase 1, with clear progression pathways into leadership or specialist tracks, including Onboarding Team Lead, Account Manager (IBs & HNW, Customer Success Manager Retail, Retention Specialist or Head of CX SEA. This opportunity is ideal for professionals with strong interpersonal and communication skills, a client-first mindset, and experience in financial services or trading environments.
Key Responsibilities :
- Guide clients seamlessly through the account creation and verification KYC) process.
- Manage expectation-setting with clear, intuitive communication.
- Drive speed-to-market metrics: reduce onboarding turnaround times, increase instant approvals, and minimise incomplete applications.
- Collaborate with internal teams Back Office, Marketing, Compliance) to deliver a smooth client experience.
- Success will be measured by faster turnaround times, higher verification approval rates, and seamless support that moves clients quickly from application to first deposit.
- Act as the bridge between clients and the business, balancing satisfaction with profitability.
- Handle product queries, escalations, and requests across retail clients, IBs, and HNW accounts.
- Support trading product triage and ensure client demands align with commercial strategy.
- Monitor and optimise client satisfaction CSAT) while protecting broker P&L.
- Success will be defined by improving client satisfaction, resolving product-related requests efficiently, and driving sustainable increases in trading activity.
- Contribute to client retention and loyalty strategies. Monitor churn, inactive days, and re-engagement rates.
- Support reward store adoption, trading frequency, and daily login activity.
- Help design initiatives that build client stickiness and long-term loyalty.
- Success will be achieved through reducing client churn, boosting engagement frequency, and strengthening loyalty across the client lifecycle.
Requirements
- 3 - 5 years of experience in Customer Experience, Client Services or Operations roles.
- Strong background in Fintech or Financial Services.
- Highly responsible, autonomous, and execution-focused.
- Extremely agile, adaptable, and solutions-oriented.
- Customer Experience first mindset — decisions driven by long-term client value, not short-term convenience.
- Strong operational thinking with strategic vision.
- Confident working cross-functionally with Sales, Affiliates, Marketing, Compliance, Product, and Tech.
Benefits
- Opportunities for enriching career growth, including exposure to regional contexts
- Healthcare coverage (medical, dental, optical), gym benefits
- Flexibility in smart casual dress code
- Young, vibrant and open work culture
