Customer Support Team Leader - Global (MY)

Your role at Exness:

• To manage customer handling issues for their respective region and to be a senior expert for the respective team

You will:

• Monitor all customer handling tasks (SalesForce, JIRA) to ensure the procedures, processes and timelines are followed and adhered to
• To guide team members in seeking solutions, with regards to client's issue and to handle client's request to speak with supervisor
• To manage document verification: to reset or approve verification when necessary
• To handle complaining clients when necessary (non-trading complaints): to investigate complaints and communicate with clients to resolve issues
• To manage fraud cases: to lead the investigation, provide report, classify each fraud case and to be responsible for fraud case resolution
• To handle tasks such as: bonus restoration / cancellation , termination, BIT, Sales Retention Investigation, Risk Management Tasks, etc - as per Support job allocation and respective manuals
• To assist Localisation Department with translation checking
• Assist with chats, emails, calls during high volume hours
• To perform full duties of Shift Leader on weekends and when is required
• To supervise and guide respective Team in order for the Team Members to provide excellent Customer Support
• To assist with new hire interviewing when necessary
• To assist with new hire orientation when necessary
• Conduct Support Mentoring Program with new team hires
• To work alongside the respective team to ensure Quarterly set KPIs are met by all team members
• To supervise and guide the respective Team for the Team Members to provide excellent Customer Support
• To assist with new hire interviewing when necessary
• To assist with new hire orientation when necessary
• Conduct Support Mentoring Program with new team hires
• To work alongside the respective team to ensure Quarterly set KPIs are met by all team members

The ideal candidate:

• Good communication skills in English and local languages
• Good Technical knowledge
• Leadership skills
• Being a problem solver for teammates
• Self-motivated and highly reliable
• Open to relocation to SSA office

What we offer:

• Outstanding conditions for professional growth and development, work in a very fast-paced and challenging environment;
• Relocation package for the family and visa support (where applicable) 
• Medical insurance coverage for employees and immediate family members;
• Company’s contribution to training & development;
• Result-oriented approach; flexible working conditions;
• Corporate employee share scheme for all the employees.
• Possibility to be closer to your team - "Get to know Team" trip.

Your journey after applying:

1. First interview (30 minutes)
2. Test Task
3. Final Interview (1 hour)