Customer Support Team Lead

IC Markets Global is one of the most renowned Forex CFD provider, offering trading solutions for active day traders and scalpers as well as traders that are new to the forex market.
IC Markets Global offers its clients cutting edge trading platforms, low latency connectivity and superior liquidity.

IC Markets Global is revolutionizing online forex trading. Traders are now able to gain access to pricing previously only available to investment banks and high net worth individuals.

Our management team have significant experience in the Forex, CFD and Equity markets in Asia, Europe and North America. It is this experience that has enabled us to select the best possible technology solutions and hand pick some of the best pricing providers available in the market.

The Customer Support Team Leader - Chinese speaker, is responsible for overseeing the daily operations of the customer support team, ensuring high service standards, effective issue resolution, and strong team performance. This role combines people management, escalations handling, process improvement, coaching, and cross- functional coordination to deliver an excellent client experience.

• Lead, supervise, and support the customer support team in daily operations.
• Monitor team performance, productivity, and service quality to ensure KPIs and service standards are achieved.
• Provide coaching, guidance, and ongoing feedback to team members to enhance their product knowledge, service quality, and problem-solving skills.
• Assist in onboarding and training new hires to ensure consistent service delivery.
• Foster a positive, accountable, and professional team culture.

• Oversee the handling of client inquiries across email and live chat.
• Ensure escalated or complex customer issues are managed effectively and resolved in a timely manner.
• Support the team in handling inquiries related to CFD trading, account management, platform functionality, and operational issues.
• Act as a point of escalation for high-risk, sensitive, or service-critical cases.

• Review workflows, support processes, and service procedures to identify improvement opportunities.
• Ensure adherence to internal SOPs, compliance requirements, and regulatory standards.
• Work closely with internal departments such as Compliance, Payments, IT,
• Product, and Sales to resolve cross-functional issues efficiently.
• Recommend and implement service enhancements to improve client satisfaction and operational efficiency.

• Ensure the team is equipped to provide effective first-level support for trading platforms and account-related operational issues.
• Coordinate with technical or development teams on system issues, website problems, or platform incidents requiring further investigation.
• Track recurring technical issues and elevate trends to management where appropriate.

• Oversee client onboarding support, account verification follow-up, and account activation processes.
• Ensure smooth handling of deposits, withdrawals, account maintenance, and margin-related support.
• Monitor service quality in client onboarding and account servicing processes to reduce delays and improve experience.

• Prepare and review reports on team performance, customer support metrics, case trends, and service quality.
• Provide regular feedback to management on recurring client issues, team challenges, and process gaps.
• Use customer insights and service data to recommend product, process, and communication improvements.

• Ensure team members remain updated on CFD products, market developments, internal policies, and platform updates.
• Support the creation and maintenance of internal knowledge bases, FAQs, scripts, and client education materials.
• Conduct refresher training sessions and quality reviews to maintain a high level of service consistency.

• Bachelor’s degree or relevant working experience in finance, business, customer service, or a related field.
• 3–5 years of experience in customer support within forex, CFD, or financial services, with prior leadership or supervisory experience preferred.
• Strong knowledge of CFD trading, account operations, and MT4/MT5/Ctrader platforms.
• Proven ability to manage escalations, coach team members, and improve service standards.
• Strong communication, leadership, and stakeholder management skills.
• Good analytical skills with the ability to interpret support data and performance metrics.
• Ability to work under pressure and manage multiple priorities effectively.
• Proficiency in English and Chinese is preferred.