Customer Support Specialist

Welcome to MultiBank Group, a global financial pioneer established in 2005 in California and now proudly headquartered in Dubai, UAE. We specialize in delivering cutting-edge trading technology, unparalleled liquidity, and exceptional customer service. Our extensive range of financial products includes Forex, Metals, Shares, Indices, Commodities, and Cryptocurrency CFDs.

Join our thriving community of over 2 million clients across 100 countries, contributing to a daily trading volume exceeding US$ 35 billion. As a heavily regulated institution with oversight from 18+ financial regulators across 5 continents, and recipient of over 80 financial awards, MultiBank Group is devoted to innovation, excellence, and empowering our clients to achieve their financial goals.

We are seeking a Customer Support Specialist (Mandarin Speaker) to deliver responsive and professional support to clients across global markets. This role will primarily support Chinese-speaking clients during UK coverage hours and requires availability to work evening shifts.

• Respond to client queries across live chat, email, and phone promptly and professionally.

• Provide support to Chinese-speaking clients across UK and Canada coverage hours.

• Deliver high-quality support during evening shift operations, ensuring service-level agreements and response-time targets are met.

• Support clients through account opening, verification, funding, and withdrawal processes.

• Help clients navigate MT4, MT5, and the MultiBank-Plus platform.

• Escalate complex or sensitive cases to the relevant internal team and follow through to resolution.

• Keep accurate records of client interactions and contribute to knowledge-base improvements.

• Follow all compliance, KYC, and data-protection requirements.

• Strong written and verbal communication skills.

• Fluency in Mandarin and English, both written and spoken. Cantonese is an advantage.

• A client-first attitude with patience, professionalism, and the ability to remain calm under pressure.

• Comfortable supporting clients across live chat, email, and phone.

• Eligibility to work remotely from the relevant location.

• Experience in customer support within Forex, fintech, brokerage, online trading, or financial services.

• Familiarity with MT4, MT5, CRM systems, and ticketing platforms.

• Experience supporting Chinese-speaking clients in a regulated financial services environment.