Customer Support Technical Specialist - SSA

DEADLINE TO APPLY: 16 MARCH

Why this role matters

As a Customer Support Subject Matter Expert, you will specialize in resolving trading-related complaints and act as a quality gatekeeper between L1 support and L2 complaints team. Your main goal is to ensure efficient, accurate resolutions and high client
satisfaction while reducing invalid escalations through agent feedback and process improvements

The role is based in our office in Kuala Lumpur, Malaysia.

What you'll actually do

Complaint Resolution & Escalation Review

• Review cases escalated to L2 to validate their legitimacy, providing constructive
  feedback to L1 agents to reduce invalid escalations and improve overall quality


• Handle and resolve specific categories of trading-related complaints with efficiency and accuracy

Client Communication & De-escalation

• Call back clients who disagree with L1 explanations to clarify outcomes and
  manage expectations.


• Apply empathy and de-escalation techniques to maintain client trust, preventing
  unnecessary escalations to L2.

Workflow & Backlog Management

• Monitor and manage cases and PA form backlogs, Social Media complaints,
  ensuring timely updates and resolutions.


• Prioritize cases effectively based on case age and client

Process Improvement & Collaboration

• Work closely with Training and Complaints teams to identify knowledge gaps and
  common issues.


• Provide insights and suggestions to improve internal processes, tools, and training
  materials.

Operational Support

• Assist Team Leads in monitoring workflows, case backlogs, and ad-hoc tasks.


• Support onboarding and knowledge transfer for peers within the team to
  enhance collective capability

Who we’re looking for

• Bachelor’s Degree in Finance, or related field.


• Senior Support Agent experience with a proven track record of strong performance, autonomy, and problem-solving ability in a high-paced environment.
  Specific hard skills, knowledge and qualifications


• Strong understanding of trading mechanics, order execution, and trading complaints.


• Proficiency in internal tools (BO, TOMS, MT, Exness platform) and CRM systems.


• Ability to interpret logs, order histories, and data.


• Knowledge of industry trends and regulatory requirements related to trading
  complaints.


• Specific soft skills, behavioral or
  managerial competencies


• Strong client-facing communication with empathy and de-escalation skills.


• Analytical mindset and high accountability.


• Decision-making autonomy


• Flexibility to support global clients, including non-traditional hours.


• Accountability: Taking ownership of complex cases and decisions.


• Client-Centricity: Prioritizing client satisfaction even in difficult disputes.


•  Continuous Improvement: actively seeking to improve processes and peer knowledge.


• Level of communication and cross-functional collaboration


• Daily collaboration with L1 agents, L2 Technical/Dealing teams, and Training departments.


• Direct communication with clients regarding sensitive/disputed trading outcomes

What we offer along the way

• Competitive salary and annual performance bonus


• Full relocation support for you and your family — flights, housing, visas, and legal assistance included


• Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind


• Unlimited learning opportunities: external courses, English lessons, career and leadership development


• Education allowance covering school and kindergarten fees


• 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave


• Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones


• “Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar


• Employee share scheme — grow with us


• Meal and transport allowance


• Free gym membership and monthly wellness allowance for your sport or fitness of choice


• Holiday flight and accommodation coverage after 1 year of service

What your journey looks like

1. Intro call with Recruiter (30 minutes)


2. Test Task


3. Final interview (60 minutes)