Customer Support Specialist
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Specialist based in Canada.
This role is a client-facing support position within a fast-paced, global financial services environment.
You will be responsible for delivering high-quality assistance to clients across multiple communication channels, ensuring a smooth and responsive customer experience.
The position requires strong communication skills and the ability to support users navigating trading platforms, account processes, and financial transactions.
You will primarily assist Mandarin-speaking clients during Canada coverage hours, often working evening shifts to support global markets.
This role plays a key part in maintaining client satisfaction, resolving issues efficiently, and ensuring compliance with financial regulations.
You will work in a dynamic, international environment where accuracy, professionalism, and customer-first thinking are essential.
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.
- 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.
- 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.