Retail Customer Service & Operations Lead
A leading financial services organisation is building its next-generation retail futures trading platform and is seeking an experienced Customer Service & Operations Lead to design and scale a best‑in‑class client support and operations function.
This is a 0-1 leadership opportunity for someone who thrives at the intersection of high‑velocity trading technology and institutional-grade reliability.
The Opportunity
This role goes beyond traditional operations management. You will act as an operations architect and trust builder, responsible for creating a seamless, high-stakes support ecosystem that enables traders to move with speed and confidence in fast-moving markets.
As the senior lead for customer service and operations, you will play a critical role in ensuring that as the platform scales, clients experience fintech agility backed by institutional standards.
Key Responsibilities
Operations Architecture
Design and implement end-to-end client onboarding and KYC processes across key Asian markets (including Singapore, Hong Kong, and Southeast Asia).Customer Service Strategy
Own and optimise the customer support technology stack (CRM, live chat, ticketing systems), and develop a high-touch service playbook aligned with active traders' needs.Leadership & Team Building
Build and lead a frontline operations team that represents the organisation's credibility, precision, and responsiveness.Risk & Compliance Partnership
Work closely with Risk and Legal stakeholders to ensure operational processes meet local regulatory requirements while maintaining speed and efficiency.Product & Platform Expertise
Act as the internal subject-matter expert on the client portal and CRM, supporting critical trader journeys including onboarding, funding, and withdrawals.
- 5+ years of experience in brokerage operations, customer success, or fintech / trading platform support
- Strong understanding of futures markets and trading mechanics
- Proven ability to operate calmly and decisively in high-pressure, high-volatility environments
- Highly process-driven, with a track record of designing systems that prevent recurring issues
- Experience scaling operations in fast-growing or transformation-driven environments is highly desirable
Selby Jennings is a Trading Style of Phaidon International (License number R1871443)
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