Job Description

Customer Support Team Leader

As a Customer Support Manager in the financial services sector, you will play a pivotal role in managing our customer support team, ensuring high-quality customer interactions, and developing a robust customer support framework. You will be responsible for shaping the customer service experience and contributing to the success of our organisation.

Benefits:

• EPF, SOCSO & EIS contribution
• Annual discretionary bonus
• Career Advancement Programs
• Professional Development Opportunities & Resources
• Medical Insurance and claims
• Company Culture Perks & Team Building
• Nearby public transport (LRT KL Sentral)
• Season parking pass

Key responsibilities:

• Supervise and lead a team of customer support staff, fostering a collaborative and customer-centric environment.
• Oversee the management and operations of the support team across Asia & UK regions.
• Create and maintain a top-tier customer support function, including but not limited to WhatsApp, WeChat, Email, and other channels.
• Respond promptly to customer inquiries and complaints, providing accurate information and resolutions.
• Organise and coordinate the workflows within the Customer Support Department.
• Develop, implement, and standardise key performance indicators (KPIs), service level agreements (SLAs), and other processes to ensure efficient operations.
• Be responsible for the training and professional development of the customer support team, ensuring continuous improvement in customer service skills.
• Collaborate closely with the senior management team to align customer service department policies and systems with the company’s strategic objectives.
• Oversee customer issues and work to ensure effective, long-term problem resolution.
• Obtain and evaluate all relevant information to handle client inquiries correctly.
• Record and manage client inquiries, comments, and complaints.

Critical knowledge, skills and experience required:

• A minimum of two years of previous experience in a Customer Support Manager/Team Lead role within the financial or FX industry is essential for successful candidates.
• Fluency in English is required; proficiency in additional languages will be considered advantageous.
• A bachelors in Finance, Economics, Banking, Business Administration, or a related field is viewed as an advantage.
• Strong team player with excellent interpersonal and leadership skills.
• Strong knowledge of financial platforms such as MT4, MT5, Stock Trading, and Prop Trading

Job Description

Customer Support Associate

Benefits:

• EPF, SOCSO & EIS contribution
• Annual discretionary bonus
• Career Advancement Programs
• Professional Development Opportunities & Resources
• Medical Insurance and claims
• Company Culture Perks & Team Building
• Nearby public transport (LRT KL Sentral)
• Season parking pass

Your key responsibilities will be:

• Resolve customer inquiries via live chat, phone call, and email in a timely and professional manner and escalate issues to the appropriate team member.
• Troubleshoot issues and provide solutions by working across teams to find the best solutions for our customers
• Communicating with Customers about the company’s products and services
• Update clients on their request statuses accordingly and maintain customer records by updating customer information in the CRM.
• Understand the company's business functions and roles and meet the required assessment target.
• Perform other ad hoc tasks assigned by the Operations or customer support manager.
• Handle the resolution process for customers relating to data and applications for a particular product/s and contact the relevant team member.
• Call out problems affecting several customers or influencing the timely resolution of one customer’s inquiry. This would include customer concerns to the team leader and other support, sales, engineering, or resolver groups as appropriate.
• Recognize and raise recurring problems, inferior processes, or outdated procedures.
• Keeping up to date with all new changes and information which may be relevant to your role

Critical knowledge, skills and experience required:

• Minimum of 1 year of experience in a customer service-related role, fresh grad is welcome too
• Exceptional ability to follow established processes and procedures with precision, ensuring adherence to guidelines.
• Teamwork mentality and willingness to assist wherever needed
• Bachelor's degree in business administration or related field relating to the financial markets or the finance sector
• Knowledge and experience in FX will be considered advantageous
• Potential to communicate and engage effectively, verbally and in writing, in English and Mandarin with customers and colleagues.
• The ability to learn and become specialists in products and develop a sound understanding of the financial markets they serve.
• Willingness to work in rotating shifts, and public holidays
• Proactive individuals who take initiative and actively seek out opportunities to contribute and make a positive impact.

Job Description

CRM Manager

We are seeking an experienced CRM Manager to lead our customer relationship management efforts. The successful candidate will play a critical role in enhancing our customer engagement and driving our business growth through the strategic use of CRM systems and tools.

Benefits:

• EPF, SOCSO & EIS contribution
• Annual discretionary bonus
• Career Advancement Programs
• Professional Development Opportunities & Resources
• Medical Insurance and claims
• Company Culture Perks & Team Building
• Nearby public transport (LRT KL Sentral)
• Season parking pass

Role and responsibilities:

• Strategy & Planning: Develop and implement the CRM strategy to support and achieve the company’s business objectives.
• Customer Segmentation: Analyse customer data to segment customer bases and define target audiences for tailored marketing initiatives.
• Data Management: Ensure the accuracy, compliance, and management of customer data, while optimising data collection processes.
• Campaign Management: Work closely with the marketing team to design, execute, and track CRM campaigns across various channels.
• Performance Analysis: Monitor CRM metrics to track the effectiveness of campaigns and initiatives, providing actionable insights and recommendations.
• Technology Oversight: Manage the CRM platform, ensuring it meets the company’s requirements and is integrated with other relevant systems. Stay updated with the latest CRM technologies and best practices.
• Training & Collaboration: Train and support teams across the company on CRM tool usage and best practices. Collaborate with sales, marketing, and customer support teams to ensure a cohesive customer strategy.
• Customer Journey Mapping: Understand and optimise customer touchpoints and the overall customer journey.
• Budget Management: Oversee the CRM budget, ensuring effective allocation and utilisation of resources.
• Feedback Management: Establish processes to capture, analyse, and act on customer feedback to continually enhance the customer experience.

Requirements:

• Education: Bachelor’s degree in Marketing, Business Administration, or related field.
• Experience: Previous experience in CRM management, preferably in a retail setting.
• Software Proficiency: Proficient in CRM software, preferably Salesforce.
• Project Management: Exceptional project management and organisational skills.
• Team Player: Ability to collaborate cross-functionally and work in a team-oriented environment.
• Communication: Excellent written and verbal communication skills, alongside analytical aptitude.

Job Description

Graphic Designer

Benefits:

• EPF, SOCSO & EIS contribution
• Annual discretionary bonus
• Career Advancement Programs
• Professional Development Opportunities & Resources
• Medical Insurance and claims
• Company Culture Perks & Team Building
• Nearby public transport (LRT KL Sentral)
• Season parking pass

Role and responsibilities:

• As a leader in the design process, we are looking for a designer who can contribute ideas and design artwork to the specification of the overall brief(s) shared. When needed prepare rough drafts or key visuals to show and align with the team on design direction
• Planning concepts by studying relevant information and materials
• Preparing finished art by operating necessary equipment and software (Figma, Adobe XD, Illustrator, Photoshop)
• Creating a wide range of graphics and layouts for product illustrations, company logos, and websites
• Leading the development of all brand creative from Graphic Design, to Illustration, and Motion Graphics. Experience in two of these creative streams is a requirement
• Leading design across all digital and some print formats including but not limited to; web design, website graphics, email templates, social media creatives, digital banners, etc.
• Concept design and creation of infographics
• Design and production of presentations using PowerPoint, including bespoke data visualisations
• Working with and developing brand guidelines
• Developing concepts, graphics and layouts, including making decisions about fonts, images, readability and readers’ needs.
• Determining size and arrangement of copy and illustrative material, as well as font style and size.
• Working with the team to ensure that finished projects are of the highest quality

Requirements:

• Expert knowledge of Adobe Creative Suite and Figma
• Experience in Premiere Pro, Lightworks, Adobe After Effects, or any GIF/Motion Graphics is an added advantage
• Proficient with using Microsoft Office and Google Docs. Especially PowerPoint and Google Slides
• Desktop publishing/design experience in a corporate environment
• Professional working knowledge of WordPress
• Knowledge of HTML, CSS, and JS is beneficial

Job Description

Marketing Manager

Key responsibilities:

• Campaign planning across channels to create brand awareness, generate leads, and/or to grow existing accounts
• End-to-end campaign/project delivery, ensuring each meets the agreed budget, scope, schedule, and KPIs
• Coordinate with the sales team to develop localised marketing campaigns across all digital channels
• Measure and report the performance of all digital marketing campaigns, and assess against goals (ROI and KPIs)
• Manage communication between teams, both verbally and written, ensuring key information is properly documented to promote ease of communication
• Share best practices, effective strategies, and successful campaign approaches with marketing manager counterparts in charge of leading our sister brands
• Identify the most effective marketing messages, value propositions, channels and calls to action for each market

Critical knowledge, skills and experience required:

• 3-5 years of work experience as either an account manager in marketing agencies, or as a client-side marketing manager for financial products
• Experience marketing financial products is preferred
• Strong leadership skills; strong analytical & logical reasoning skills
• Driven and motivated
• Ability to communicate clearly, effectively and in English
• Ability to work in a fast-moving global and multi-language environment.
• Team player and capable leader with a positive attitude and eager to learn
• Must work well in a high-pressure environment with many deadlines and demands
• Strong organisational, communication and time-management skills
• Attention to detail is critical
• University degree or equivalent preferred but not required

Job Description

Quality Assurance Manager

As a Quality Assurance Manager, you will be responsible for developing, implementing, and maintaining quality management systems to ensure the highest standards of service delivery, compliance, and customer satisfaction. Your role will involve overseeing quality assurance processes, conducting audits, and implementing continuous improvement initiatives to optimize operational efficiency. You will collaborate closely with internal stakeholders to drive a culture of quality excellence and uphold the reputation of our brokerage in the highly competitive markets.

Benefits:

• EPF, SOCSO & EIS contribution
• Annual discretionary bonus
• Career Advancement Programs
• Professional Development Opportunities & Resources
• Medical Insurance and claims
• Company Culture Perks & Team Building
• Nearby public transport (LRT KL Sentral)
• Season parking pass

Roles and Responsibilities:

• Develop and implement quality assurance strategies and procedures for customer support operations and to enhance the overall customer support experience.
• Establish quality metrics, key performance indicators (KPIs), and quality targets to measure and evaluate the effectiveness of operational processes and service delivery.
• Conduct regular audits and assessments of customer interactions (phone, email, chats) to identify areas for improvement and ensure adherence to quality standards.
• Analyze audit findings, customer feedback, and performance data to identify trends, root causes of issues, and opportunities for process optimization and risk mitigation.
• Collaborate with cross-functional teams, including compliance, risk management, IT, and customer support, to implement corrective and preventive actions and drive continuous improvement initiatives.
• Monitor customer feedback channels and platforms to identify reputation risk and opportunities for improvement.
• Develop and deliver quality training programs and coaching to support employee competencies and adherence to quality standards.
• Manage the documentation and record-keeping processes related to quality management systems, including policy manuals, standard operating procedures (SOPs) documentation.
• Generate reports and present findings to senior management, highlighting areas of success and opportunities for improvement.
• Stay informed about industry developments, emerging trends, and regulatory changes affecting the brokerage industry, and proactively recommend strategies to maintain a competitive edge and uphold quality standards.
• Foster a culture of transparency, accountability, and continuous improvement within the organization, promoting teamwork, collaboration, and a commitment to excellence in all aspects of service delivery.

Requirements:

• Bachelor's degree in Business Administration, Communication, or a related field. Advanced degrees or certifications in quality management (e.g. Six Sigma, Lean, ISO 9001) are advantageous.
• Minimum of 3 years of experience in quality assurance management within the customer support environment, preferably in the financial services sector.
• Strong knowledge of quality management principles, methodologies, and tools, with a proven track record of implementing quality improvement initiatives.
• Excellent analytical, problem-solving, and decision-making skills, with the ability to analyze complex data sets, identify trends, and develop actionable insights.
• Exceptional communication and interpersonal skills, with the ability to effectively communicate quality-related concepts and requirements to stakeholders at all levels of the organization.
• Experience conducting internal audits, risk assessments, with a keen attention to detail and accuracy.
• Proficiency in quality management software tools and systems, as well as Microsoft Office applications (e.g., Excel, PowerPoint, Word).
• Ability to work independently and collaboratively in a fast-paced, dynamic environment, with a strong commitment to meeting deadlines and delivering results.
• Demonstrated leadership abilities, with a focus on promoting a positive work culture, fostering employee engagement, and driving continuous improvement initiatives.

Job Description

Senior Accountant

Get ready to dive into an exciting adventure as our Senior Accountant! Join our dynamic team where you'll be at the forefront of identifying and tackling financial puzzles, ensuring everything adds up perfectly. As the mastermind behind our financial reporting, you'll be wielding your expertise in accounting and finance like a superhero, with a track record of triumphs to boot. Collaborating with our Group Finance and other key players, you'll be on a mission to identify, manage, and monitor risks, all while keeping the financial ship sailing smoothly. If you're ready to embark on an exhilarating journey in the world of finance, we want you on our team!

Benefits:

• EPF, SOCSO & EIS contribution
• Annual discretionary bonus
• Career Advancement Programs
• Professional Development Opportunities & Resources
• Medical Insurance and claims
• Company Culture Perks & Team Building
• Nearby public transport (LRT KL Sentral)
• Season parking pass

Key Responsibilities Include:

• Prepare financial statements and reports for internal and external stakeholders.
• Prepare and manage the monthly financial report.
• Ensure compliance with relevant accounting standards and regulations.
• Collaborate with other departments to streamline financial processes.
• Demonstrate excellent time management skills to meet deadlines consistently.
• Demonstrate strong experience in reconciliation in a trading environment against internal trading systems and external data and/or systems.
• Demonstrate a good understanding and experience in accounting principles regarding income recognition in relation to client account top-up, currency conversion, cross-border payment and withdrawal, etc.
• Ensure accuracy in accounting records.
• Ensure all accounting activities are carried out in compliance with authorized processes and procedures and all processes are documented.
• Perform any other ad-hoc duties assigned.

Requirements:

• Bachelor's degree in Accounting, Finance, or a related field.
• Professional accountancy qualification from ACCA, CIMA, or other relevant associations.
• Minimum of 3-5 years of experience as a Senior Accountant or in a similar role, preferably in the brokerage field or financial industry.
• Knowledge of FinTech, Foreign Exchange, and cryptocurrency is an extra brownie point.
• In-depth knowledge of accounting principles, standards, practices, and regulations.
• Proficiency in financial software and systems such as QuickBooks.
• Strong analytical and problem-solving skills.
• Detail-oriented with the ability to work independently and as part of a team.
• Effective communication and interpersonal skills.
• Ability to adapt to a fast-paced and dynamic work environment.
• Experience in handling full-set of accounts.
• Strong Excel skills, ability to handle large amounts of data and to compile detailed reports.
• Ability to work as part of a team and manage projects.

Job Description

Senior Forex Copywriter

Benefits:

• EPF, SOCSO & EIS contribution
• Annual discretionary bonus
• Career Advancement Programs
• Professional Development Opportunities & Resources
• Medical Insurance and claims
• Company Culture Perks & Team Building
• Nearby public transport (LRT KL Sentral)
• Season parking pass

Role and responsibilities:

• Write creative and clear attention-grabbing copy for various channels including web pages, emails, landing pages, videos, online campaigns, and more.
• Understand and enforce the brand and voice guidelines across all copy.
• Collaborate with design peers to produce visually strong, social-first content bringing stories to life.
• Develop subject matter expertise for designated products and platforms.
• Actively participate in brainstorms and ideation sessions bringing big, campaign-level ideas and editorial concepts.
• Produce content including but not limited to website content, landing pages, blog content, emails, banners, social media posts, brochures, and so forth.
• Explain sophisticated topics simply and elegantly in a variety of formats – social media, video scripts, long-form content, and more.

Requirements:

• Minimum 1 year experience in the financial industry, media, and/or related field. Additional experience to be considered an advantage.
• Minimum 3-4 years of experience in copywriting, with previous experience managing a team of writers acting as an editor.
• Agency experience preferred but not required.
• BA/BS in Marketing, Journalism or related field or equivalent working experience preferred, but not required.
• Fluency in English, both orally and in writing.
• Experience in a similar role within the FX or financial services industry will be considered as an advantage.

Job Description

Social Media Manager

Alchemy Global Solutions is a group of fintech companies with offices and presence across the globe. Alchemy is a first-class multi-asset brokerage built by traders for traders. We provide, through our global team, a fair and professional service along with the tools, technology and support to enhance our clients’ trading experience. We provide, through our global team, a fair and professional service along with the tools, technology and support to enhance our clients’ trading experience. Our mission is to provide consistent liquidity and help market participants throughout the world obtain the best prices for the various asset classes we provide, regardless of changing market conditions.

We offer vast opportunities for career growth, promotion, and the chance to be part of an experienced and cohesive team distributed across the Globe. With a modern yet flexible work approach, you will be an integral member of our marketing team working closely with our leadership, operations, and sales teams. The ideal candidate will be a relatively outgoing and driven individual who can work with senior stakeholders, conveying their passion for design.

Benefits:

• EPF, SOCSO & EIS contribution
• Annual discretionary bonus
• Career Advancement Programs
• Professional Development Opportunities & Resources
• Medical Insurance and claims
• Company Culture Perks & Team Building
• Nearby public transport (LRT KL Sentral)
• Season parking pass

Responsibilities:

• Developing the end-to-end social media strategy, execution, and growth for organic social channels (Facebook, Instagram, Twitter, LinkedIn, YouTube).
• Managing daily operations and initiatives, including editorial calendars, content development/execution (images, posts, and videos), and engagement with users.
• Developing specific, measurable objectives, as well as innovative strategies to build the Company’s social media presence and promote the Company’s brand.
• Liaising with stakeholders regarding content, scheduling and reporting - plus making suggestions on how to improve procedures and processes to deliver increments in key metrics such as engagement rate, reach and cost per conversion.
• Collaborating on digital and integrated marketing campaigns with various marketing groups including digital marketing, creative/content, production, and data analytics.
• Close collaboration with the Email Marketing team / SEO team etc is expected to help improve integration and lift our content marketing efforts to a new level.
• Knowledge and understanding of SEO and how to integrate keywords into social media content and campaigns.
• Methodically test and identify best performing content & messages for each audience and lead segment across email, push, retargeting ads, landing pages, etc.
• Innovating and identifying social media trends and opportunities proactively and creatively.

Requirements:

• Minimum 3-4 years of experience in social media management and execution, preferably with an agency background.
• Minimum 2 years of experience in retail forex, either professionally or personally as a trader. Prop trading experience is a bonus.
• Experience in Forex regulation, either or both ESMA or MSFA.
• Previous experience in managing social media simultaneously for multiple brands, preferably in a regulated industry, will be particularly helpful.
• You are proficient in creative direction and are constantly ideating on how to uniquely bring marketing campaigns to life.
• You are comfortable and knowledgeable on social media trends and localization with a wealth of knowledge that can be leveraged to drive campaigns forward.
• Highly motivated & independent.
• Capable of meeting tight deadlines when needed.
• You possess excellent communication and writing skills.
• You are an ambitious and diligent worker, a fast learner who is eager to learn and add value.
• You are proficient at using Google Docs and Excel, Monday.com is a bonus.

Job Description

UI/UX Designer

Benefits:

• EPF, SOCSO & EIS contribution
• Annual discretionary bonus
• Career Advancement Programs
• Professional Development Opportunities & Resources
• Medical Insurance and claims
• Company Culture Perks & Team Building
• Nearby public transport (LRT KL Sentral)
• Season parking pass

Roles and Responsibilities:

• Contribute ideas and design artwork to the specification of overall brief(s), including preparing rough drafts or key visuals as needed to align with the team on design direction.
• Study relevant information and materials to plan design concepts effectively.
• Prepare finished art using necessary equipment and software such as Figma, Adobe XD, Illustrator, and Photoshop.
• Develop concepts, graphics, and layouts, making decisions about fonts, images, readability, and meeting readers’ needs.
• Determine font styling and arrangement of copy and illustrative material.
• Work with the team to ensure finished projects meet the highest quality standards.
• Design user interfaces for various digital platforms, including websites, apps, and interactive experiences.
• Conduct user research and usability testing to gain insights informing design decisions.
• Develop user journey maps, wireframes, and prototypes to effectively communicate design concepts.
• Collaborate with developers to ensure seamless implementation of designs while maintaining high quality.
• Stay up-to-date with the latest UI/UX trends, techniques, and technologies.
• Identify and troubleshoot UX problems, such as responsiveness issues.
• Conduct layout adjustments based on user feedback.

Requirements:

• Proven work experience as a UI/UX Designer or similar role.
• Knowledge of wireframe tools (e.g. Wireframe.cc and InVision).
• Expert knowledge of Adobe Photoshop, InDesign, and Illustrator, as well as Figma.
• Experience in Premiere Pro, Lightworks, After Effects, or any GIF/Motion Graphics software is considered a bonus.
• Proficient with using Microsoft Office and Google Docs, especially PowerPoint and Google Slides.
• Desktop publishing/design experience in a corporate environment.
• Professional working knowledge of WordPress.
• Knowledge of HTML, CSS, and JS is beneficial.