Senior Customer Support Executive (Thai & Eng Speaking)

Who Are We

Ultima Markets is a dynamic multi-asset trading platform specializing in the fintech and forex sectors. Founded in 2016, we are dedicated to providing innovative financial solutions that empower our clients to excel in a competitive marketplace.

Our platform offers access to over 250 CFD financial instruments, including Forex, Commodities, Indices, and Shares, catering to investors from all walks of life. At Ultima Markets, we foster a collaborative and inclusive work environment where innovation is encouraged. Our team members benefit from professional development opportunities and the chance to work with industry leaders in fintech. If you are passionate about driving change in the financial sector and want to be part of a growing company, we invite you to apply.

To learn more about our company, please visit our website: https://www.ultimamarkets.com.

Job Responsibilities

1. Handle clients and IB inquiries across multiple channels (calls, live chat, email, meetings), including analyzing, diagnosing, and escalating cases to relevant stakeholders when necessary.
2. Maintain accurate and up-to-date client records in company systems to ensure continuity of service and effective tracking.
3. Plan and conduct structured onboarding and training sessions for sales associates, and new team members if assigned, covering product knowledge, systems and tools, SOPs, etc.
4. Collect and analyze client feedback, providing actionable insights to support continuous improvement of processes and services.
5. Support the implementation of advanced customer support initiatives (e.g., automations, intelligent support solutions, etc.) and provide recommendations for enhancement where appropriate.
6. Support the development, translation, localization, and updating of client support materials, including but not limited to internal workflow SOPs, client handbooks, guides, tutorials, FAQs, etc.
7. Collaborate cross-functionally with relevant teams (e.g., Marketing, Business Development, and Product) to support client service delivery and initiatives.
8. Support ad-hoc Client Support–related projects and tasks as assigned by superiors.

Qualifications and Experience

1. Minimum 2 years of experience in customer support roles within the fintech industry, preferably in Forex trading.
2. Strong understanding of Forex trading concepts and industry best practices is highly preferred.
3. Familiarity with customer support tools, CRM systems, and trading platforms (e.g., MT4/MT5); experience with intelligent or automation-based support solutions is an advantage.
4. Proficient in both Thai and English, spoken and written; additional language proficiency is a plus.
5. Excellent communication skills with the ability to clearly convey information and effectively resolve issues with clients and internal stakeholders.
6. Strong multitasking and organizational abilities, with the capability to manage multiple cases and priorities while maintaining quality and meeting deadlines.
7. Strong problem-solving and analytical skills, with the ability to diagnose issues and provide effective solutions.
8. Demonstrates a proactive approach to continuous learning, with a commitment to staying up to date on company products and services.
9. High level of integrity, accuracy, and accountability when handling sensitive client and transactional information.
10. Willingness to work in shifts as required.