Customer Service Team Lead | FX & CFDs Industry | Taipei

Job Overview:

We are looking for an experienced Customer Support Team Leader to lead and inspire our Customer Support team within a fast-paced forex and CFD trading environment. In this role, you will oversee daily support operations, ensure exceptional customer experiences, manage escalations, and drive continuous improvements across service delivery. Working closely with cross-functional teams, you will play a key role in maintaining operational excellence, supporting regulatory compliance, and developing a high-performing team.

What Will You Do:

• Lead, coach, and develop a team of Customer Support Specialists to deliver exceptional customer service.
• Oversee customer support operations across email, live chat, phone, and other communication channels.
• Monitor team performance through KPIs, SLAs, quality assurance reviews, and customer satisfaction metrics.
• Handle complex customer escalations and ensure timely and professional resolution of client issues.
• Collaborate with Trading, Middle Office, Compliance, Risk, Technology, and other internal teams to resolve customer enquiries efficiently.
• Drive continuous process improvements to enhance operational efficiency and customer experience.
• Ensure all customer support activities comply with company policies and applicable regulatory requirements.
• Analyse customer feedback, operational metrics, and service trends to identify improvement opportunities.
• Prepare regular performance reports covering customer satisfaction, service levels, complaint trends, and team productivity.
• Support the implementation of new systems, tools, and operational initiatives.
• Maintain strong knowledge of forex products, trading platforms, and market developments while fostering a customer-centric culture.

What Makes You a Good Fit:

• Bachelor's degree in Finance, Business Administration, Economics, or a related discipline is preferred.
• 4–6 years of customer support experience within the Forex, CFD, or Financial Services industry.
• Minimum 2 years of leadership or team management experience.
• Proven experience leading customer support teams and driving service excellence.
• Strong understanding of forex markets, trading products, and the customer lifecycle.
• Hands-on experience with MT4 and/or MT5 trading platforms.
• Experience using CRM systems, ticketing platforms, and customer support tools.
• Excellent leadership, coaching, communication, and stakeholder management skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to thrive in a fast-paced, customer-focused environment while managing multiple priorities.
• High level of professionalism, accountability, and attention to detail.

What We Offer:

• Competitive salary package.
• Annual performance bonus of up to one month's salary.
• Festival bonuses like Spring Festival Bonus, Dragon Boat Festival Bonus, Mid-Autumn Festival Bonus and Birthday Bonus.
• Opportunities for career growth and leadership development.
• A collaborative, inclusive, and supportive work environment.
• The opportunity to work in a dynamic and growing global financial services industry.

Working Arrangement:

• Mostly normal day shift.
• Occasional night shifts based on operational requirements.
• Overnight shifts are only required in exceptional circumstances.