Company Overview:

Ultima Markets is a secure and regulated CFD trading gateway, offering access to 1,000+ instruments, including Forex, Commodities, Indices, and Stocks, to clients in over 170 countries. Founded in 2016, we are the Official Regional Partner of FC Internazionale Milano and the first CFD broker to support the UN Global Compact. We operate globally through entities regulated by the FCA, FSCA, and FSC, and in 2025 were honoured with 50+ global awards, including Best CFD Broker Global 2025.

Responsibilities:

1. Client Support & Relationship Management

Act as the primary point of contact for IB clients through live chat, email, social media, and phone.
Handle a broad range of client inquiries, including account opening, IB account setup, deposits, withdrawals, and technical issues related to trading platforms and applications.
- Investigate client feedback, provide timely resolutions, and escalate complex cases when necessary.

2. Sales Handbook & Training Material Management

Maintain and update handbooks and training documentation for sales clients (e.g. Onboarding guides, video tutorials, FAQ documents) to reflect current operations and policy changes.

3. Ad Hoc Administrative & Operational Support

Support cross-departmental requests and projects, as assigned (e.g., assist with generating CRM reports when needed)

Requirements:

Prior customer support experience, especially in Trading Platform working experience.
Knowledge of Forex trading concepts and platforms.
Excellent communication skills, both written and verbal.
Ability to multitask, solve problems, and meet deadlines.
Proficiency in customer support software, CRMs, and trading platforms.
Applicant MUST able to work shift duty, Morning shift need to be work in Office, for others shift, start from 1PM to 10PM, and 3PM to 12AM, Work from Home base.
Able to speak read and write in Chinese, for Mandarin customers.

Senior Client Support Executive - Fintech, CFD