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VIP Customer Service Manager (Malaysia)
- Hiring from
- Malaysia
- Work type
- Remote
- Posted
- Sep 27, 2026
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About Weltrade
Weltrade is a leading international Fintech innovator with over two decades of stability and trust. Established in 2006, we are committed to providing secure, efficient, and accessible trading solutions in the global FX and online trading market. We operate as a truly global, remote-first team across different time zones, united by a culture of autonomy and shared goals. We are currently seeking proactive specialists to join our cross-functional environment. At Weltrade we offer impact, ownership, and the stability to do your best work. We are a flat organization where empowered professionals are trusted to design the future of global trading.
About the role
In this role, you will join our Client Services function, a performance-driven, client-obsessed group dedicated to protecting trader trust and increasing long-term value across our VIP portfolio in the Malaysia region. Your mission is to act as the single point of contact for VIP and high-potential clients—resolving complex requests with speed and precision—while actively upgrading eligible clients to VIP status and reactivating low-activity accounts. Your core challenge is balancing premium service with commercial outcomes: growing deposits and trading activity without compromising compliance, accuracy, or discretion. Your work directly impacts retention, lifetime value, and Weltrade’s reputation for trading in the region.
You Have
- Language Fluency (Mandatory): English (C1+) and Malaysian (C1+), spoken and written; both assessed during the hiring process.
- VIP Support / Retention Experience: 1–3+ years in VIP customer support, account management, retention, or high-touch client service in a performance-measured environment.
- Trading Platform Proficiency: Hands-on experience supporting clients on MT4/MT5 (preferred) plus web/mobile trading flows, including basic troubleshooting and guidance.
- Markets & Brokerage Knowledge: Solid understanding of trading terminology and mechanics (instruments, spreads, swaps, execution, funding flows) within brokerage/fintech/financial services.
- CRM + KPI Discipline: Proven ability to document client interactions in CRM, track client activity/deposits, and operate against targets (retention, upgrades, response time/SLA).
Good to Have
- Experience supporting Indonesian clients/markets or managing a region-specific VIP book.
- Background partnering with internal stakeholders such as Dealing, Payments, Risk, or Compliance on sensitive cases.
- Experience working in a remote-first, distributed team with asynchronous collaboration.
What We Offer
Remote-First Flexibility, Ownership & Impact, Flat Organization, Wellbeing/Leave Allowance.
Recruitment Process
Application Review > HR Interview > Technical Interview > Final Interview > Offer
Weltrade is a leading international Fintech innovator with over two decades of stability and trust. Established in 2006, we are committed to providing secure, efficient, and accessible trading solutions in the global FX and online trading market. We operate as a truly global, remote-first team across different time zones, united by a culture of autonomy and shared goals. We are currently seeking proactive specialists to join our cross-functional environment. At Weltrade we offer impact, ownership, and the stability to do your best work. We are a flat organization where empowered professionals are trusted to design the future of global trading.
About the role
In this role, you will join our Client Services function, a performance-driven, client-obsessed group dedicated to protecting trader trust and increasing long-term value across our VIP portfolio in the Malaysia region. Your mission is to act as the single point of contact for VIP and high-potential clients—resolving complex requests with speed and precision—while actively upgrading eligible clients to VIP status and reactivating low-activity accounts. Your core challenge is balancing premium service with commercial outcomes: growing deposits and trading activity without compromising compliance, accuracy, or discretion. Your work directly impacts retention, lifetime value, and Weltrade’s reputation for trading in the region.
You Have
- Language Fluency (Mandatory): English (C1+) and Malaysian (C1+), spoken and written; both assessed during the hiring process.
- VIP Support / Retention Experience: 1–3+ years in VIP customer support, account management, retention, or high-touch client service in a performance-measured environment.
- Trading Platform Proficiency: Hands-on experience supporting clients on MT4/MT5 (preferred) plus web/mobile trading flows, including basic troubleshooting and guidance.
- Markets & Brokerage Knowledge: Solid understanding of trading terminology and mechanics (instruments, spreads, swaps, execution, funding flows) within brokerage/fintech/financial services.
- CRM + KPI Discipline: Proven ability to document client interactions in CRM, track client activity/deposits, and operate against targets (retention, upgrades, response time/SLA).
Good to Have
- Experience supporting Indonesian clients/markets or managing a region-specific VIP book.
- Background partnering with internal stakeholders such as Dealing, Payments, Risk, or Compliance on sensitive cases.
- Experience working in a remote-first, distributed team with asynchronous collaboration.
What We Offer
Remote-First Flexibility, Ownership & Impact, Flat Organization, Wellbeing/Leave Allowance.
Recruitment Process
Application Review > HR Interview > Technical Interview > Final Interview > Offer