Trading Complaints Specialist Customer Service

About Hytech

Hytech is a leading management consulting firm with headquarters in Australia and Singapore, specializing in digital transformation for fintech and financial services organizations. The company delivers end-to-end consulting services and robust middle- and back-office solutions, enabling clients to optimize operations, enhance efficiency, and stay ahead in a rapidly evolving digital landscape. Hytech’s client portfolio includes top global trading platforms and leading crypto exchanges.

With a team of more than 2,000 professionals worldwide, Hytech maintains a strong and growing international presence, with offices in Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and other locations.

About the Role

As the first point of contact for customers, you will provide timely and professional support through live chat, phone, and email. The role focuses on resolving client issues, handling feedback, maintaining accurate records, and assisting with departmental documentation.

Responsibilities

• Lead the handling of complex or escalated cases and deliver clear, professional conclusions.
• Work closely with various departments to drive case analysis, resolution, and improvement.
• Support the development and optimization of workflows, knowledge bases, and service standards.
• Provide expert insights, case analyses, and internal training to strengthen team capability.
• Participate in major projects related to system enhancements, workflow redesign, or cross-unit coordination.
• Manage key assignments from supervisors to ensure departmental objectives are achieved.

Requirements

• Minimum of 3 years’ experience in customer service, operations support, or a FinTech-related field.
• Strong analytical and problem-solving skills, with the ability to integrate information from multiple sources.
• Proven experience in cross-department collaboration, with the ability to coordinate resources and drive results.
• Excellent English communication skills, both written and verbal, suitable for multinational collaboration.
• Experience in workflow enhancement, internal training, or project management is preferred.