Company Overview:
Mitrade is an award-winning global Contract for Difference (CFD) and forex broker, regulated by authorities in Australia (ASIC), Cyprus (CySEC), the Cayman Islands (CIMA), Mauritius (FSC), South Africa (FSCA) and the United Arab Emirates (CMA). We were founded in Melbourne, Australia and have offices worldwide.
Leveraging our proprietary in-house state-of-the-art technology, Mitrade has developed a one-stop digital trading platform tailored for investors. We offer market data, news and analysis, as well as trading and risk management services within a comprehensive user-centric FinTech ecosystem.
Serving over seven million users worldwide, Mitrade offers unmatched accessibility across mobile (iOS and Android), desktop, and web platforms.
Role Summary:
We are seeking an experienced Customer Success Manager to join our Singapore office. This role focuses on optimising Global customer support performance, processes, and team capability to ensure an excellent, compliant, and scalable client experience in a regulated trading environment.
You will work closely with cross-functional teams while leading service quality, operational efficiency, and continuous improvement initiatives.
What Would Be Your Responsibilities:
Performance & Quality Management
- Monitor, analyse, report and improve on customer support KPIs (e.g. response time, resolution rate, CSAT).
- Define and refine performance indicators to provide a holistic view of service quality.
- Conduct regular quality audits and performance reviews.
- Come up with experiments to improve customer conversion and retention (e.g. outbound calls)
Process & Compliance Excellence
- Identify gaps or inefficiencies impacting customer experience or regulatory compliance.
- Propose and implement process improvements aligned with regulatory requirements and internal policies.
- Collaborate with Compliance, Product, Tech, and Operations teams to drive scalable solutions.
- Monitor complaints trend and collaborate with relevant internal stakeholders as necessary for resolution.
People Leadership & Capability Building
- Support recruitment, onboarding, and conduct structured, scalable training for global customer support staff.
- Coach and develop team members through structured feedback and ongoing training programs.
- Maintain and update the knowledge base and training materials.
Culture & Continuous Improvement
- Champion a customer-centric mindset across the organisation.
- Anticipate potential service risks and proactively develop mitigation plans.
What We Require From You:
- 5+ years of experience in a similar role working under the UK FCA, CIMA, CySEC or other regulated CFD/Forex broker or investment firm
- Strong understanding of CFD products, financial markets, and trading mechanics
- Proven people management and leadership experience
- Experience working with a remote team
- Proficiency in both spoken and written English and Mandarin is highly preferred, as the role involves regular interaction with Mandarin-speaking stakeholders and regional teams
- Strong analytical and problem-solving skills
- Proficiency in CRM systems, support tools and Microsoft Office
- Collaborative team player with ability to work across departments
