Customer Service Team Lead

Role Overview

As the first leader of our securities customer service operations in the Kazakhstan market, you will build a local client service team from the ground up. You will establish a comprehensive customer service function covering the entire trading lifecycle, delivering professional, efficient, and empathetic support to retail clients. You will also serve as the critical service bridge between our China headquarters and the Kazakhstan market.

Key Responsibilities

1. Service Architecture Design Lead the end‑to‑end setup and management of the integrated service team. Tailor service rules, scenario workflows, and knowledge frameworks to local user habits and regulatory requirements, and develop a standardised, reusable customer service knowledge base, service processes, and standardised scripts.

2. Issue Insight & Closure Perform in‑depth analysis of customer complaints and user feedback. Identify systemic risks or process gaps from individual cases, and drive cross‑functional collaboration (Product, Risk, Operations, etc.) to resolve root causes and prevent recurrence at source.

3. Cross‑Functional Coordination Establish efficient coordination mechanisms with internal stakeholders (Product, Technology, Compliance, Operations) and external parties (regulators, partners) to ensure rapid response and smooth case routing. Demonstrate the ability to make quick decisions and resolve crises during urgent incidents.

4. Capability Building & Quality Assurance Leverage quality inspection systems, training programmes, and case debriefs to continuously enhance team competence and service standards. Build a closed‑loop quality monitoring framework to ensure that the integrated service function remains stable, compliant, and competitive during business expansion.

Requirements

• Bachelor’s degree or above (Finance, Economics, Marketing, Linguistics, or related fields preferred).

• Language Skills:

  Fluent in Kazakh and Russian (essential for daily communication with local teams and users).Proficient in Mandarin Chinese (required for collaboration with the China headquarters, attending and delivering training sessions).Basic English (reading/writing and business communication capability; Mandarin proficiency may be considered as a substitute for higher English proficiency).

Customer Service Management Experience:

• Minimum 5 years of experience in managing customer service teams.
• Proven track record in building a service system from scratch or setting up overseas service teams is a strong plus.
• Solid expertise in process design, talent development, performance management, and quality monitoring, with the agility to operate effectively in a high‑uncertainty start‑up environment.
• Familiarity with financial markets (stock trading experience preferred), hands‑on experience in complaint handling or crisis communication, and a strong risk sensitivity to financial operations.
• Sharp analytical and risk‑assessment skills – able to distil core issues from complex information and propose innovative solutions.
• Strong organisational coordination, data‑driven analytical ability, and cross‑cultural communication skills; comfortable with the fast‑paced, ambiguous nature of a pre‑launch phase.