Acting Customer Support Team Leader - China

Application deadline: 17 April 2026 (any application after this deadline will not be accepted)

Your role at Exness:

• Manage customer service team by overseeing daily operations, coaching team members, resolving escalated issues, monitoring performance, and enhancing customer satisfaction through effective leadership and communication
  
  

You will:

• Monitor all customer handling tasks (SalesForce, JIRA) to ensure the procedures, processes, and timelines are followed and adhered to
• Guide team members in seeking solutions about the client's issue, and to handle the client's request to speak with the supervisor
• Manage document verification: to reset or approve verification when necessary
• Handle complaining clients when necessary (non-trading complaints): to investigate complaints and communicate with clients to resolve issues
• Manage fraud cases: to lead the investigation, provide a report, classify each fraud case, and be responsible for fraud case resolution
• Handle tasks such as: bonus restoration/cancellation, termination, BIT, Sales Retention Investigation, Risk Management Tasks, etc, as per Support job allocation and respective manuals
• Assist the Localisation Department with translation checking
• Assist with chats, emails, and calls during high-volume hours
• Perform the full duties of the Shift Leader on weekends and when required
• Supervise and guide the respective Team for the Team Members to provide excellent Customer Support
• Assist with new hire interviewing and/or orientation when necessary
• Conduct Support Mentoring Program with new team hires
• Work alongside the respective team to ensure the Quarterly set KPIs are met by all team members
• Supervise and guide the respective Team for the Team Members to provide excellent Customer Support

The ideal candidate:

• Preference of at least 2 years of experience within the CS China team
• Good communication skills in English
• Good Technical knowledge
• Leadership skills
• Being a problem solver for teammates
• Self-motivated and highly reliable
• Experience working in China regions is a must

What we offer:

• Outstanding conditions for professional growth and development, work in a very fast-paced and challenging environment;
• Relocation package for the family and visa support (where applicable) 
• Medical insurance coverage for employees and immediate family members;
• Company’s contribution to training & development;
• Result-oriented approach; flexible working conditions;
• Corporate employee share scheme for all employees.
• Possibility to be closer to your team - "Get to know Team" trip.

Your journey after applying:

1. First interview (30 minutes)
2. Test Task (3 days)
3. Final Interview - Presentation (1 hour)