Customer Service Manager (Hong Kong Market)

Moomoo is a comprehensive brokerage platform that empowers proactive investors to take control of their financial future with ease and confidence. We integrate professional trading data, global financial news, a trading community, and an innovative web platform to provide users with better data, tools, and performance.

Join our dynamic team at Moomoo, where your passion for finance and technology can thrive.

About the role

We are looking for an experienced and motivated Customer Service & Client Success Manager to lead a team of Customer Service and Client Success Specialists supporting our brokerage financial services business for Hong Kong market.

This role will be responsible for managing day-to-day team performance, ensuring high-quality customer service, driving client engagement and supporting business growth through effective team management and sales initiatives.

The ideal candidate should have 2–3 years of team management experience , with prior exposure to sales, customer service, financial services, or brokerage-related operations . Experience in a financial services environment will be an added advantage.

Key Responsibilities

- Lead and manage the Customer Service team, overseeing daily operations, productivity, service quality, and overall KPI performance.
- Coach, mentor, and develop team members through regular performance reviews, feedback, training, and ongoing performance management.
- Drive client engagement, retention, and business performance through effective customer service, client engagement, and telemarketing initiatives.
- Handle escalated client enquiries, complaints, and complex cases, ensuring timely, professional, and effective resolution.
- Serve as the key liaison for local operations, working closely with the HQ Management Team to align with business objectives and ensure the effective execution of HQ initiatives in Malaysia.
- Provide HQ with timely feedback on local market conditions, customer needs, and operational matters, and support the implementation of regional business strategies.
- Collaborate closely with internal teams, including Operations, Compliance, Product, and Business Development, to resolve client issues, improve processes, and enhance the overall client experience.
- Ensure the team complies with internal policies, procedures, service standards, and Hong Kong and relevant regulatory requirements.
- Identify operational and service gaps and drive continuous improvements in processes, workflows, and systems.
- Prepare and present regular team performance reports and operational updates to management.
- Support recruitment, onboarding, workforce planning, and ongoing team development to ensure adequate team capability and coverage.
- Conduct monthly 1-on-1 meetings with team members, provide constructive feedback and development recommendations, and implement appropriate development plans to support individual growth and talent development within the team.
- Carry out other duties assigned by management from time to time.

Requirements

- Diploma or Bachelor’s Degree in Finance, Business, Economics, Management, or a related discipline is preferred.
- 2–3 years of proven team management or supervisory experience, preferably managing customer service, sales, telemarketing, client success, or other client-facing teams.
- 1–2 years of experience in sales or business development is preferred.
- Experience in financial services, securities brokerage, banking, fintech, or other regulated financial institutions will be an added advantage.
- Experience with Hong Kong and US markets will be an added advantage.
- Strong customer service and client management skills, with the ability to effectively handle escalated and complex client matters.
- Strong understanding of sales and service performance management, with experience working in KPI-driven environments.
- Excellent communication, interpersonal, and stakeholder management skills.
- Fluent in Cantonese, Mandarin and English, with strong written and verbal communication skills.
- Bumiputera candidates are encouraged to apply.
- Strong leadership, coaching, team management, and problem-solving skills.
- Ability to work effectively in a fast-paced environment and manage multiple priorities.
- Proactive, results-oriented, and committed to delivering a high-quality client experience.
- Strong stakeholder management skills, with the ability to collaborate effectively with HQ management and local cross-functional teams.

Benefits

We offer a comprehensive and holistic work experience and package as follows:

- 13 months contractual bonus
- Annual performance bonus
- Yearly dental, optical & health check allowances
- Convenient Access to Public Transport
- Related courses and exam Sponsorship
- Career Development Opportunities in the Financial Services Industry
- Company Team Building & Bonding Activities
- Free-Flow Pantry Snacks & Drinks
- Dynamic, Multinational Working Environment

Please note that only short-listed candidates will be contacted. Thank you.