Retail Customer Service & Operations Lead

A leading financial services organisation is building its next-generation retail futures trading platform and is seeking an experienced Customer Service & Operations Lead to design and scale a best‑in‑class client support and operations function.

This is a 0-1 leadership opportunity for someone who thrives at the intersection of high‑velocity trading technology and institutional-grade reliability.

The Opportunity

This role goes beyond traditional operations management. You will act as an operations architect and trust builder, responsible for creating a seamless, high-stakes support ecosystem that enables traders to move with speed and confidence in fast-moving markets.

As the senior lead for customer service and operations, you will play a critical role in ensuring that as the platform scales, clients experience fintech agility backed by institutional standards.

Key Responsibilities

• Operations Architecture
  Design and implement end-to-end client onboarding and KYC processes across key Asian markets (including Singapore, Hong Kong, and Southeast Asia).

• Customer Service Strategy
  Own and optimise the customer support technology stack (CRM, live chat, ticketing systems), and develop a high-touch service playbook aligned with active traders' needs.

• Leadership & Team Building
  Build and lead a frontline operations team that represents the organisation's credibility, precision, and responsiveness.

• Risk & Compliance Partnership
  Work closely with Risk and Legal stakeholders to ensure operational processes meet local regulatory requirements while maintaining speed and efficiency.

• Product & Platform Expertise
  Act as the internal subject-matter expert on the client portal and CRM, supporting critical trader journeys including onboarding, funding, and withdrawals.

• 5+ years of experience in brokerage operations, customer success, or fintech / trading platform support
• Strong understanding of futures markets and trading mechanics
• Proven ability to operate calmly and decisively in high-pressure, high-volatility environments
• Highly process-driven, with a track record of designing systems that prevent recurring issues
• Experience scaling operations in fast-growing or transformation-driven environments is highly desirable

Selby Jennings is a Trading Style of Phaidon International (License number R1871443)