Customer Service Manager | FX & CFDs Industry | Taipei

Job Overview: We are seeking an experienced Customer Support Manager to lead and scale our Customer Support function within a fast-paced forex and CFD trading environment. This leadership role is responsible for driving customer service strategy, managing day-to-day support operations, developing high-performing teams, and ensuring an exceptional client experience across all support channels. What Will You Do: Lead, mentor, and develop Customer Support Specialists, fostering a high-performance and customer-centric culture. Define departmental goals, KPIs, and service standards aligned with business objectives. Drive employee engagement, succession planning, and talent development across the Customer Support function. Manage workforce planning, resource allocation, shift scheduling, and capacity planning to ensure optimal service coverage. Lead change management initiatives and champion continuous improvement across the department. Customer Support Operations Oversee daily customer support operations across email, live chat, phone, and other communication channels. Ensure customer enquiries, requests, and complaints are resolved efficiently while maintaining high service quality. Serve as the final escalation point for complex customer issues, regulatory complaints, and high-priority cases. Oversee trade investigations and ensure timely resolution of trading-related enquiries. Monitor operational performance through KPIs, SLAs, CSAT, quality assurance, and productivity metrics. Cross-Functional Collaboration Partner with Trading, Middle Office, Compliance, Risk, Finance, Technology, Product, and Operations teams to improve service delivery and resolve customer issues. Provide strategic insights based on customer feedback and operational trends to influence product and process improvements. Represent the Customer Support department in cross-functional projects and business initiatives. Ensure customer support operations comply with regulatory requirements, internal policies, and industry best practices. Oversee the handling of regulatory complaints, ensuring proper documentation, escalation, and resolution. Promote a culture of compliance, accountability, confidentiality, and ethical conduct across the team. Support internal and external audits relating to customer support operations. Analyse operational data, customer feedback, and service trends to identify opportunities for improvement. Develop and optimise support workflows, knowledge bases, standard operating procedures, and quality assurance frameworks. Prepare and present operational reports, management dashboards, and performance reviews to senior leadership. Lead the implementation of new technologies, customer service tools, and operational initiatives to improve efficiency and customer experience. What Makes You a Good Fit: Bachelor's degree in Finance, Business Administration, Economics, or a related discipline. 5 years of customer support experience within the Forex, CFD, Financial Services, or FinTech industry. Minimum 3 years of leadership experience managing customer support teams, including Team Leaders or Supervisors. Proven experience managing customer support operations and driving service excellence in a regulated financial environment. Strong knowledge of forex markets, trading products, customer lifecycle management, and trade execution processes. Hands-on experience with MT4 and/or MT5 trading platforms. Familiarity with CRM platforms, ticketing systems, workforce management tools, and reporting solutions. Strong understanding of regulatory frameworks and compliance requirements within financial services. Exceptional leadership, coaching, stakeholder management, and people development skills. Excellent analytical, problem-solving, communication, and decision-making abilities. Ability to manage multiple priorities and lead teams effectively in a fast-paced, 24/5 operational environment. High level of professionalism, integrity, accountability, and customer focus. 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.