Head of Customer Support - Financial Technology (Trading App)

Client OverviewOur client is one of Indonesia’s most established and fully regulated forex trading companies, operating under the supervision of BAPPEBTI with over two decades of trusted experience in the nation’s financial markets. Headquartered in Jakarta’s central business district, the company is rapidly evolving into a global player in online trading, offering a comprehensive range of services in forex, commodities, and index trading supported by advanced tools and technology for both retail and institutional clients.Driven by an ambitious international growth strategy, the company has expanded its presence to key markets including China, Malaysia, Vietnam, Thailand, Brazil, and the UK, while strengthening its foothold across Southeast Asia and the Middle East. It collaborates closely with Introducing Brokers and affiliate partners to enhance client acquisition and trading performance, maintaining a steadfast focus on regulatory compliance, client experience, and leadership excellence.Job RoleThe Head of Customer Support will lead the company’s customer experience function, ensuring operational excellence, regulatory compliance, and continuous improvement of support services. This role requires strong leadership in contact center operations, service innovation, and data-driven decision making to elevate customer satisfaction and operational efficiency.Key ResponsibilitiesDevelop and implement metrics, KPIs, policies, and procedures for onboarding, success, and support services.Coordinate with internal and external stakeholders (vendors, clients, regulators) to ensure smooth operations.Stay updated on regulatory/legal requirements, adapting processes to new policies.Propose, lead, and manage innovation projects to improve customer support.Analyze feedback, behavior, and trends to improve products and services.Plan employee shifts and forecast traffic in line with operational demands.Candidate RequirementsEducation: Bachelor’s degree in any field.Experience:6+ years in customer support, contact center operations, customer success, or related roles.Previous or recent exposure in fintech, startup, preferably crypto, stock, forex.Technical Expertise:Proficiency with Customer Support Ticketing Software.Strong troubleshooting ability for Quality of Service (QoS) issues.Professional Skills:Excellent prioritization, judgment, and follow-up skills.Strong communication, leadership, and analytical thinking.Problem-solving and customer-centric mindset.Willingness to work under a shift system.Language Skills: business-level oral and written English.Job Code: #426