Client Success Specialist (Korean)

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Malaysia.

Who We Are.

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Let's talk about the cool stuff you will do at Axi!

Axi's Korean-speaking client base is growing, and the quality of support they receive directly shapes how traders experience the brand and whether they stay. This role sits at that intersection: you'll own the full client journey for Korean-speaking traders, from first inquiry through to resolution, ensuring nothing falls through the cracks. If you've built your career on turning frustrated clients into loyal ones, this is where that skill set makes a measurable commercial difference.

Your EDGE Assignment/You Will

•  Own end-to-end resolution of inquiries from Korean-speaking clients across live chat, email, and outbound calls hitting agreed service levels and quality benchmarks every time.
• Manage account-related and trading-related requests from intake to close, keeping clients informed at every stage and eliminating resolution dead-ends.
• Build lasting client relationships by diagnosing needs accurately, delivering precise guidance, and proactively following up on open matters before clients have to chase.
• Investigate client concerns in depth including layer-1 trade validations, coordinating with internal teams to drive issues through to a clean resolution rather than a workaround.
• Identify recurring patterns in client inquiries and surface structured observations to relevant internal teams to influence service improvements and product decisions.
• Handle escalations with full documentation, clear client communication, and resolution within agreed timeframes, escalating complex cases to senior stakeholders with complete context, not just a summary.
• Apply the CX Charter, internal policies, and regulatory requirements consistently across every client interaction and case record.
• Undertake additional responsibilities as assigned to support Axi's broader business objectives.

Are you the one?

• 1-3 years of experience in customer service, client success, or support operations experience in financial services or fintech is preferred.
• Native Korean, written and spoken, with strong English communication skills across both written and verbal channels.
• Hands-on experience handling live chat, email, and phone support as primary client-facing channels, with a CRM platform central to how you track and manage cases.
• Proven ability to manage multiple open cases simultaneously without losing accuracy or letting follow-ups slip.
• Familiarity with MT4/MT5 trading platforms and a working understanding of forex or CFD products is a strong plus.
• Experience in retail or fintech environments outside of formal financial services is advantageous but not essential.
• Detail-oriented and solution-driven where you look for root causes, not just the fastest way to close a ticket.
• Proactive and composed under pressure, with the confidence to own a problem end-to-end and communicate clearly when things get complex.
• Available to work rotating and weekend shifts as required by the role.

Axi's bag of delights

• Competitive and attractive compensation.
• Extensive learning opportunities, such as professional training and certifications and soft skills development.
• 21 annual leave days per year.
• Health Insurance
• Quarterly allowance benefit giving flexibility to choose how to support your health and lifestyle

Axi's interview journey

• Talent Acquisition Interview (45 minutes)
• Take Home Assessment (1 day)
• Final Interview (60 minutes)

We want to inform all prospective candidates that Axi's designated Employer of Records (EOR) in Malaysia is TDCX. As part of our commitment to legal compliance, all Axi Malaysia employees will be officially working under TDCX Malaysia.

Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency that wishes to submit candidate profiles or resumes for consideration must obtain prior written consent from our talent acquisition team. We do not accept unsolicited resumes from recruitment agencies, and we will not be responsible for any fees related to unsolicited resumes. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment of any fees related to the recruitment of the candidate represented in the unsolicited resume.

At Axi, we prioritize creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.