Customer Support Specialist, Arabic Speaker

Job Description

- **Location**: Kuala Lumpur, Malaysia (Onsite - G Tower)
- **Company Overview**:
- VT Markets is a leading global multi-asset brokerage providing retail and institutional clients with access to global financial markets. Since 2015, we have facilitated trading across forex, commodities, indices, and cryptocurrencies through advanced technology platforms.
- As a hypergrowth fintech scaling towards 750+ employees by 2026, we operate on five core values: Breaking Boundaries, Results Orientation, Pursuit of Excellence, Collaboration, and Transparency. We are an AI-native organization, leveraging cutting-edge technology to multiply productivity and maintain our competitive advantage in a demanding industry.
- **Role Overview**:
- Join VT Markets as our first dedicated Client Support Specialist for the MENA region based in our Kuala Lumpur hub. This is a foundational, service-first role designed to provide localized, high-quality support to our growing client base in the Middle East and North Africa. Reporting to the Team Lead, you will have the unique opportunity to stand up this regional function from the ground up, establishing workflows that will define our service standards for the region.
- **Key Responsibilities**:
- **Establish the MENA Support Function:** Take ownership of building the MENA support desk in KL by documenting processes, identifying regional client friction points, and helping create standard operating procedures (SOPs).
- **Manage Client Onboarding & Engagement:** Guide clients through the full onboarding lifecycle and manage daily account-related queries with a high degree of professionalism and empathy.
- **Drive Issue Resolution:** Proactively resolve payment discrepancies and account issues by liaising between MENA-based clients and internal teams in Operations, Compliance, and Relationship Management.
- **Maintain Service Excellence:** Ensure consistent, high-quality service delivery without the need for hard sales, focusing on building long-term trust and account coordination.
- **Requirements**:
- **Minimum/Core Requirements:**
- **Language Proficiency:** Full professional proficiency in Arabic (written and spoken) is required to effectively engage with and support our client base across the Middle East and North Africa (MENA) region.
- **Experience:** Demonstrated experience in a customer service or call center environment, with a track record of managing client queries and ticket systems.
- **Operational Flexibility:** Ability to work a 2:00 PM – 11:00 PM (MYT) shift to ensure alignment with MENA business hours.
- **Communication Skills:** Conversational English proficiency to facilitate seamless internal coordination with our global operations and compliance teams.
- **Self-Sufficiency:** A resourceful, "builder" mindset with the ability to operate independently and make sound decisions in a high-growth environment where playbooks are still being defined.
- **Preferred/Bonus Requirements:**
- Prior experience in a high-volume inbound call center (e.g., banking, telco, or e-commerce).
- Familiarity with fintech or financial services environments.
- A "clean slate" approach—we value candidates who are eager to be trained specifically on the VT Markets methodology.
- **Why you should be interested**:
- **Foundational Impact:** You aren't just joining a team; you are building one. As the first dedicated hire for this region in KL, your work will directly shape the MENA support strategy.
- **Career Acceleration:** VT Markets is a hypergrowth organization. We offer dual career tracks (Management and Individual Contributor) and prioritize internal mobility for high performers.
- **AI-Native Environment:** Gain a competitive edge by working in an organization that actively integrates AI tools to enhance workplace efficiency and professional growth.
- **Dynamic Culture:** Work in a modern office at G Tower, supported by a collaborative, results-oriented culture that rewards impact over tenure.
- Ready to build our MENA presence from the ground up? We look forward to your application.