Customer Support Manager

Job Information

Job Opening ID
- ZR_1948_JOB

Date Opened
- 08/11/2024

Industry
- Customer Support

Job Type
- Full time

City
- Cyberjaya

Country
- Malaysia

Are you ready to revolutionise customer support in the fast-paced world of online trading? As our Customer Support Manager at Deriv, you'll lead a dynamic team that directly impacts thousands of traders' success while helping shape the future of customer service in our industry. You'll tackle complex challenges, drive innovation in service delivery, and create measurable improvements in customer satisfaction across our global platform.

**On a given day, you will**:

- Guide and inspire a diverse team of customer service professionals, setting clear goals and creating a culture of continuous improvement
- Analyse customer feedback and support metrics to identify trends and implement strategic improvements
- Collaborate with Product, Compliance, and Marketing teams to turn customer insights into actionable product enhancements
- Optimise support workflows to maintain optimal customer satisfaction while reducing response times
- Develop and implement training programs that keep your team ahead of industry changes
- Make data-driven decisions that enhance both team performance and customer experience

**You may enjoy working with us if you**:

- Thrive on solving complex problems in a fast-paced environment
- Get energised by leading and developing high-performing teams
- Love using data to drive decision-making and improve processes
- Are passionate about delivering exceptional customer experiences
- Enjoy collaborating across departments to achieve common goals
- Have a keen interest in online trading

**We would love to work with you if you**:

- Have 5-8 years of progressive experience in customer service management, preferably in fintech or trading
- Hold a Bachelor's degree in Business Administration, Finance, or equivalent experience
- Demonstrate strong analytical abilities and experience with data-driven decision-making
- Excel at team leadership and development
- Are proficient with customer support software and analytics tools
- Can communicate effectively with both customers and stakeholders at all levels

**Benefits**:
We pay competitive salaries based on your skills, qualifications, experience and market rates. Additionally, you’ll be eligible for an annual bonus based on individual and company performance.

When you join Deriv, you will be supported in growing your career in our company. You can expect to have a personalised Learning and Development programme as well as the costs covered for relevant professional development and education related to advancing your career at Deriv.

At our modern headquarters in Cyberjaya, you'll join a diverse community of over 60 talented individuals. You'll have the chance to significantly impact our company's success while experiencing Malaysia's perfect blend of cutting-edge technology and tropical surroundings. You can learn more about our Malaysia office.

Our culture is unique, and we live by our values and leadership principles, so it's worth learning more about Deriv's culture.

Ready to transform customer support in the fintech industry? If you're excited about leading a team that directly impacts thousands of traders' success while helping shape the future of online trading, we want to hear from you.

Deriv is an equal opportunity employer committed to diversity and inclusion. We take pride in our Great Place to Work and IIP Platinum certifications, which reflect our commitment to creating an exceptional work environment. Join us and help build the future of online trading while working alongside top talent from over 80 nationalities.