The Senior Customer Service representative serves as the core escalation point for handling highly complex client issues and operational bottlenecks. This role acts as a bridge connecting frontline customer service with back‑office operational execution, and is responsible for driving team accountability, training new hires, and continuously optimizing service workflows.

Key Responsibilities

• Complex Issue & Complaint Resolution: Independently and properly handle highly complex client inquiries, trading disputes, and sensitive complaints.
• Cross-Departmental Collaboration: Work closely with Trading, Risk, IT, and Compliance teams to drive the resolution of platform incidents and trade execution issues.
• SOP Optimization & Documentation: Responsible for creating, updating, and optimizing customer service SOP workflow documents to reduce operational bottlenecks and improve internal workflow efficiency.
• Te...