Acting Customer Support Team Leader - MENA

The role is based in our office in Kuala Lumpur, Malaysia. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.

What you'll actually do

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

Who we’re looking for

• Over 2.5 years of experience in the CS - MENA Team 
• Excellent communication skills
• Very good writing skills
• Leadership skills
• Being a problem solver for teammates
• Self-motivated and highly reliable
• Must be quick and alert to customer demands and complaints.
• Ability to understand different types of situations and be a quick thinker 
• Must have a genuine concern for customer complaints and work with dedication towards finding solutions.
• Must be creative in finding solutions for customer complaints

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. TA Interview (30 minutes)
2. Technical Assessment
3. Final Interview (45 minutes)

As per our internal mobility policy, please note that promotions to people manager roles may include a trial period with an acting job title. Please review part ‘3. Promotion’ in the policy for the trial period conditions and more details.

Deadline of Application: 1st October 2025 (any application after this date will not be accepted

Please use your exness work email for internal applications and ensure to disclose any existing Conflict of Interest you may have.