Department: Customer Service & Back Office
Team: MIB Customer Service
Reports To: CS & Back Office Manager / Global Head of CS & Back Office
Coverage: Global / 24/7 Operations
Job Summary
The VIP CS Manager is responsible for managing and overseeing Valetax’s MIB Customer Service Team, which provides dedicated support to Master Introducing Brokers (MIBs) primarily through WhatsApp and Telegram.
The role is responsible for ensuring smooth daily operations, sufficient manpower coverage, high service quality, timely responses, proper escalation handling, and strong team performance. The VIP CS Supervisor will act as the main operational point of contact for the MIB CS Team and ensure that important MIB requests are properly managed and followed through until resolution.
Key Responsibilities
- Lead and manage approximately 20 MIB CS Executives across daily operations and shifts.
- Ensure adequate 24/7 manpower coverage and proper allocation of MIB WhatsApp and Telegram groups.
- Monitor response times, pending cases, workload, service quality, and overall team performance.
- Ensure MIB inquiries and requests are handled promptly, accurately, professionally, and consistently.
- Act as the primary escalation point for complex, urgent, or sensitive MIB cases.
- Coordinate with relevant departments including Back Office, Payments, Dealing, Risk, IT, and Business Development to resolve MIB requests.
- Ensure escalated cases are properly followed up until a clear resolution or update is provided.
- Manage team attendance, schedules, workload distribution, shift handovers, and manpower requirements.
- Conduct regular coaching, performance reviews, and feedback sessions with team members.
- Identify knowledge or performance gaps and arrange appropriate training or improvement actions.
- Ensure the team follows company SOPs, escalation procedures, communication standards, and confidentiality requirements.
- Monitor MIB complaints and identify recurring operational issues requiring management attention.
- Take operational leadership during system incidents, payment disruptions, trading-related issues, or periods of unusually high MIB inquiries.
- Maintain effective communication between different shifts and ensure important information is properly handed over.
- Prepare regular updates on team performance, pending cases, major escalations, MIB concerns, and operational challenges.
- Continuously recommend improvements to MIB support processes, workflows, manpower allocation, and service standards.
Key Performance Indicators
Performance will primarily be measured through:
- MIB response and resolution time
- Pending and ageing cases
- Quality and accuracy of communication
- MIB complaints and feedback
- Escalation handling
- Follow-up and case ownership
- Team productivity and attendance
- SOP and quality compliance
- Effective 24/7 manpower coverage
- Overall MIB service experience
Requirements
- Minimum 3 years of Customer Service experience, preferably within forex, brokerage, fintech, banking, payments, or financial services.
- Preferrably Indonesian female candidate
- Previous experience as a Supervisor, Team Leader, Senior CS Executive, or equivalent leadership position.
- Experience supporting VIPs, MIBs, IBs, partners, or high-value clients is highly preferred.
- Strong leadership, communication, problem-solving, and decision-making skills.
- Strong ability to manage multiple urgent cases simultaneously.
- Able to remain calm and professional when handling difficult or sensitive situations.
- Strong understanding of customer service operations, escalation management, and performance management.
- Excellent written and verbal English; additional languages are an advantage.
- Comfortable working within a fast-paced, multicultural, and 24/7 global operation.
Role Expectation
The VIP CS Supervisor is expected to be a hands-on operational leader who understands what is happening within the MIB CS Team at all times, supports the team when challenges arise, maintains accountability and service standards, and ensures critical MIB matters do not fall through the cracks.
The role is ultimately responsible for ensuring that Valetax’s MIBs receive a fast, professional, reliable, and high-priority level of support while maintaining a well-managed and high-performing MIB CS Team.
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