CustomerSupportSpecialist

## Accountabilities Provide timely and professional customer support across live chat, email, and phone, ensuring high-quality service delivery for global clients. Assist Mandarin-speaking clients during Canada coverage hours, particularly across evening shift operations. Support clients through account-related processes including onboarding, verification, funding, and withdrawals. Guide users in navigating trading platforms such as MT4, MT5, and proprietary systems. Escalate complex, sensitive, or unresolved issues to relevant internal teams and ensure proper follow-through to resolution. Maintain accurate documentation of client interactions and contribute to improving internal knowledge bases and support processes. Ensure adherence to compliance standards, including KYC, AML, and data protection regulations. Requirements: Fluency in Mandarin and English, both written and spoken; Cantonese is considered an asset. Strong communication skills with a client-focused, professional, and empathetic approach. Ability to manage high-volume customer interactions across chat, email, and phone channels. Experience in customer support, preferably within fintech, brokerage, Forex, or financial services environments. Familiarity with trading platforms such as MT4/MT5 and CRM or ticketing systems is highly desirable. Strong problem-solving skills with the ability to remain calm and effective under pressure. Eligibility to work remotely from Canada or within the required jurisdiction. Benefits: Competitive base salary with performance-based incentives. Opportunity to work in a global financial services environment with strong international exposure. Career growth opportunities within a rapidly expanding, regulated financial group. Dynamic and multicultural work environment supporting global clients and markets. Exposure to financial trading platforms and fintech operations. Remote work flexibility depending on location and operational requirements. ## Additional Information How Jo