Customer Service Manager (Digital Assets)

An exciting opportunity has arisen for a Customer Service Manager to join a rapidly expanding financial services organisation in Thailand. This role offers you the chance to make a meaningful impact by ensuring clients receive exceptional support as they navigate their investment journeys.

As part of a supportive and knowledgeable team, you will play a pivotal role in driving customer satisfaction, leading a dedicated group of representatives, and collaborating across departments to resolve client concerns efficiently. With flexible working opportunities and a focus on professional growth, this position is perfect for someone who thrives in an inclusive, collaborative environment and is passionate about delivering outstanding service.

* Join a forward-thinking financial services provider that empowers customers with free access to advanced trading tools and real-time data, supporting smarter financial decisions.
* Take on a leadership role where your expertise in equities trading and customer service will directly influence the success of both clients and your team, fostering a culture of excellence and continuous improvement.
* Benefit from flexible working opportunities, ongoing training, and the chance to work alongside experienced professionals committed to your development within a supportive workplace.

What you'll do:

As Customer Service Manager, you will be at the heart of the organisation’s mission to deliver outstanding support to clients navigating the world of equities trading. Your day-to-day activities will involve overseeing trade execution accuracy, responding promptly to client queries, guiding your team through complex situations, and ensuring that every interaction reflects the company’s high standards. You will collaborate closely with other departments such as operations, compliance, and sales to resolve issues efficiently while also playing an integral part in product onboarding and platform enhancements. By utilising advanced CRM tools and monitoring KPIs, you will help maintain robust governance processes that underpin exceptional service delivery. Your ability to nurture talent within your team while upholding a customer-centric ethos will be key to your success in this rewarding role.

* Ensure the accurate and timely execution of equities trades for clients, maintaining the highest standards of precision and reliability throughout each transaction.
* Proactively address client enquiries via email and phone regarding all trading-related matters, providing clear guidance and empathetic support at every stage.
* Play an active role in key projects such as onboarding new products and contributing valuable insights to platform development initiatives.
* Develop a deep understanding of all business systems, processes, and procedures to ensure seamless operations and effective problem resolution.
* Champion a ‘Customer First’ approach by communicating excellent service standards through prompt, appropriate support tailored to individual client needs.
* Engage with customers to help them begin their investment journey, including making calls to assist with account registration and funding processes.
* Demonstrate exceptional handling of trades during system downtime, ensuring minimal disruption and maintaining client trust.
* Leverage proprietary CRM tools to capture relationship feedback, generate detailed call reports, and track actions through to closure for continuous improvement.
* Support governance processes for all products by measuring and monitoring service levels using key performance indicators (KPIs) to drive accountability.
* Lead and manage a team of customer service representatives by providing direction, mentorship, performance management, and fostering a collaborative team spirit.

What you bring:

To excel as Customer Service Manager in this organisation, you will bring proven experience from the financial services sector—particularly within equities or options dealing—alongside recognised qualifications such as an IC Complex 1 licence. Your background should reflect not only technical proficiency but also strong interpersonal skills that enable you to communicate clearly with both clients and colleagues. You are known for your reliability under pressure; whether managing urgent trade requests or supporting your team through challenging scenarios. Your familiarity with CRM platforms allows you to document interactions thoroughly while tracking progress towards resolution. Above all else, your collaborative nature ensures that you work harmoniously across departments while nurturing growth within your own team. A willingness to adapt your schedule for night shifts further demonstrates your commitment to delivering consistent service excellence.

* Bachelor's Degree in Business, Finance or related discipline demonstrating strong foundational knowledge relevant to the financial sector.
* A minimum of five years’ experience in dealing with equities or options within financial institutions or brokerage firms showcasing your industry expertise.
* Possession of a valid IC Complex 1 licence which is essential for regulatory compliance in this field.
* Excellent communication skills enabling you to interact effectively with clients as well as internal stakeholders across various functions.
* A dependable approach combined with being both an independent worker and an enthusiastic team player who flourishes under pressure while maintaining a positive attitude.
* Willingness and ability to work night shifts at the office when required ensures operational coverage during critical periods.
* Experience leading teams within customer service environments where you have provided mentorship, direction, and performance management is highly valued.
* Familiarity with CRM systems allowing you to capture feedback accurately, generate insightful reports, and follow up on actions until completion.
* A collaborative mindset that supports co-operation with other departments such as operations, compliance, and sales for holistic client solutions.

What sets this company apart:

This organisation stands out in the financial services landscape by championing accessibility—ensuring everyone has equal opportunity to shape their financial future through free access to comprehensive trading features. Their dedication extends beyond technology; they foster an inclusive environment where employees are encouraged to grow professionally through ongoing training opportunities. The company values collaboration at every level—whether it’s between teams or with clients—and places great emphasis on flexibility in working arrangements. Employees benefit from being part of a knowledgeable network where supportive leadership is prioritised over hierarchy. If you are seeking an employer that genuinely invests in both its people and its customers’ success stories while promoting shared achievement over individual competition, this is the place for you.

What's next:

If you are ready to take the next step in your career by joining an organisation where your expertise can truly make a difference for customers embarking on their investment journeys, we encourage you to apply now!

Apply today by clicking on the link provided – don’t miss out on this unique opportunity!

Due to the high volume of applications, our team will only be in touch if your application is shortlisted.

Robert Walters Recruitment (Thailand) Limited
Recruitment License No.: น. 1188 / 2551