TRIIIO Recruitment Hiring! Full Time Customer Experience Lead in Federal Territory, Earn up to MYR 11,000 - Ricebowl

About the Role

Our client is seeking an experienced, detail-oriented professional to lead a team of Customer Experience (CX) Representatives in Malaysia. As a Customer Experience Lead, you will own the team’s day-to-day performance.

You will partner with CX leadership to scale and modernize support systems, improve internal knowledge, close service gaps, and shape how automation can be used to create a smarter, faster, AI-enabled experience for both clients and agents.

This role is currently unlicensed, and no securities license is required to start. As regulatory and business needs evolve, the role may require the FINRA Securities Industry Essentials (SIE), Series 7, and Series 63 or Series 66 licenses, as well as either the Series 24 or a combination of the Series 9 and Series 10. The successful candidate should be prepared to pursue the relevant licenses as required.

Responsibilities

• Lead, coach, and develop a team of Customer Experience Representatives handling inbound written support across topics such as account access, banking, and platform navigation.
• Monitor performance against quality, accuracy, response time, and customer satisfaction targets, and close gaps through structured coaching.
• Serve as the first line of escalation for complex and sensitive client issues.
• Run quality reviews and calibration sessions, and deliver training and onboarding that build product knowledge and service skills.
• Translate recurring contact drivers and client feedback into process, knowledge, and workflow improvements with CX leadership, U.S. counterparts, and cross-functional partners.
• Manage scheduling, coverage, and workload distribution to meet service level expectations.
• Reinforce compliance and risk procedures across the team.
• Help train and refine the AI tools used by agents and clients, and drive team adoption.

Required Qualifications

• A bachelor's degree or equivalent professional experience.
• At least 3 years of customer service, brokerage, or operational support experience.
• At least 1 year leading, coaching, or supervising a service team.
• Strong written and spoken English proficiency.
• A working understanding of core CX metrics, including customer satisfaction, quality scores, response and resolution SLAs, and first contact resolution.
• Familiarity with financial services, regulated industries, or trading environments.

Preferred Qualifications

• Experience leading or supporting a team at a brokerage, fintech, or other regulated environment.
• A passion for people leadership, with a track record of developing others through mentorship, coaching, and structured feedback.
• An unwavering commitment to customer service excellence and delivering a best-in-class, industry-leading customer experience.
• A builder's mentality: continually improving processes, documentation, and the way the team operates and serves clients.
• The highest standards of personal performance, accountability, quality, and compliance.
• The ability to thrive in a fast-paced, rapidly evolving, dynamic environment.
• The ability to leverage tools and resources to work with a high degree of independence and self-reliance.
• A passion for learning and continuous development, and enthusiasm for financial markets, trading platforms, and fintech innovation.

Pay: RM9,000.00 - RM11,000.00 per month

Benefits:

• Dental insurance
• Professional development

Work Location: In person