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 as a Client Success Specialist, where your passion for finance and technology can thrive.
Job Description
- Provide professional support via phone, email, and live chat, handling complex inquiries and escalated cases while ensuring a positive client experience.
- Guide clients through onboarding, account registration, verification, and trading platform inquiries, while promoting product adoption and identifying account growth opportunities.
- Take ownership of escalated complaints, ensure timely resolution and follow-up, and identify recurring issues for process improvement.
- Identify and promptly escalate potential fraud, account compromise, AML concerns, privacy incidents, and other high-risk cases.
- Coach and mentor junior team members through training, call monitoring, case reviews, and constructive feedback to improve service quality.
- Support daily team operations, workflow coordination, resource allocation, and complex case escalations.
- Monitor team performance, CSAT, and client feedback, prepare management reports, and drive service quality and process improvements.
- Collaborate with product, operations, and other internal teams to share client feedback, improve customer experience, and support business initiatives.
Requirements
- Bachelor's degree or above in Business, Finance, Economics, or a related field.
- Minimum 1 year of experience in client success, customer service, or related financial services roles, preferably in trading, stockbroking, or fintech.
- Experience in mentoring, training, or supporting junior team members is preferred.
- Good understanding of financial markets, trading platforms, investment products, and client account processes.
- Proficient in CRM and customer service tools, with basic reporting and data analysis skills.
- Excellent English communication skills; Mandarin is an advantage.
- Strong problem-solving, communication, and multitasking skills, with the ability to handle escalations under pressure.
- Willing to work shifts, including evenings, nights, and weekends (shift allowance provided).
- Bumiputera candidates are encouraged to apply.
Benefits
We offer a comprehensive and holistic work experience and package as follows:
- Competitive compensation & benefits.
- Monthly salary package consists of basic salary +commission + shift allowance (if applicable)
- Convenient Access to Public Transport
- Certificate/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.
Skills Required
- Bachelor’s degree or above in Business, Finance, Economics, or a related field
- Minimum 1 year of experience in client success, customer service, or related financial services roles
- Experience in trading, stockbroking, or fintech
- Experience mentoring, training, or supporting junior team members
- Understanding of financial markets, trading platforms, investment products, and client account processes
- Proficiency in CRM and customer service tools
- Basic reporting and data analysis skills
- Excellent English communication skills
- Mandarin language skills
- Strong problem-solving, communication, and multitasking skills
- Ability to handle escalations under pressure
- Willingness to work shifts, including evenings, nights, and weekends
Futu Holdings Limited Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Futu Holdings Limited and has not been reviewed or approved by Futu Holdings Limited.
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Healthcare Strength — Health insurance in the U.S. arm is described as strong, with some accounts citing employer-paid premiums for employees. Core medical coverage is listed across U.S. roles.
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Retirement Support — Retirement programs are offered by region, including a U.S. 401(k) with employer contribution and Hong Kong MPF participation. PRC and Singapore roles align with statutory social insurance and CPF-related schemes.
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Equity Value & Accessibility — Equity compensation exists via a group share incentive plan, with some roles in U.S. subsidiaries receiving RSUs at hire. Where granted, equity can meaningfully augment total compensation.
Futu Holdings Limited Insights
What We Do
Futu Holdings Limited (Nasdaq: FUTU) is a leading fintech company committed to transforming the investing experience for investors worldwide. With a global presence across Hong Kong, Singapore, the U.S., Australia, Canada, Japan, Malaysia, and New Zealand, we serve over 26 million users through our one-stop digital platforms, Futubull and moomoo, enabling everyone to become a better investor on the go. At Futu, our mission remains unchanged since day 1: make investing easier and not alone. We empower investors of all levels to confidently navigate the market with all the essential tools and data to achieve their financial goals. Together, we strive to build a world where smarter investing is within reach for all.
