VP of Customer Support

About Moomoo Canada Financial Inc. (MFC)

Moomoo Canada Financial Inc. (MFC) is a subsidiary of FUTU Holdings Inc. (NASDAQ: FUTU), a global leader in online brokerage and wealth management solutions. Moomoo is one of the most trusted and innovative retail trading platforms, serving over 24 million active users worldwide. We offer an advanced, user-friendly trading platform for do-it-yourself traders, empowering them to take control of their financial futures.

Having launched in Canada just over a year ago, MFC has experienced significant growth and success. Based in Toronto, with convenient access to the city’s Line 1 TTC subway, our new office boasts bright, open spaces and spectacular views of the city. As we continue to scale, we are seeking to expand our team with a VP of Customer Support.

Role Overview

Moomoo Canada is looking for a highly experienced and dynamic VP of Customer Support to join our growing team. This role is a unique opportunity to be part of an exciting fintech company that blends both traditional brokerage operations and cutting-edge technology.

As the VP of Customer Support, you will play a pivotal role in shaping the future of customer care within our fast-paced and growing organization. You will oversee the end-to-end customer experience, develop and implement strategies that elevate the customer support function, and lead a talented team dedicated to assisting users with their trading and investment needs. Your focus will be on fostering a positive, efficient, and seamless support environment for customers while maintaining high standards of service excellence.

Key Responsibilities

• Lead & Inspire: Manage and mentor a diverse team of customer support professionals, ensuring a positive and high-performance work culture.
• Customer-Centric Strategy: Develop and implement customer support strategies that align with Moomoo’s vision, ensuring that customer inquiries are handled efficiently and effectively.
• Continuous Improvement: Identify and leverage opportunities to improve customer service workflows, technologies, and internal processes to enhance user satisfaction.
• Collaboration: Work closely with product, engineering, and other teams to relay customer feedback, advocate for customer needs, and contribute to product development.
• Performance Tracking: Establish KPIs to monitor and evaluate customer support performance, driving improvements across both individual and team levels.
• Crisis Management: Handle escalated customer issues or complex problems, providing prompt and effective solutions.
• Industry Insight: Stay informed on financial markets, trading trends, and tech innovations to better understand the needs of Moomoo’s users and continually elevate support services.

• Experience: 5+ years of experience in customer support, ideally within a tech or financial services company.
• Leadership Skills: Proven ability to lead, inspire, and grow teams, driving positive outcomes in high-pressure environments.
• Customer Focus: Passionate about helping others, with a deep commitment to delivering excellent service and improving the customer experience.
• Communication: Exceptional communication skills in English, both verbal and written, with the ability to effectively interact with customers, team members, and senior executives.
• Adaptability: Strong willingness to learn about the stock market, finance, and trading concepts. Comfort in adapting to new technologies and systems.
• Problem-Solving: Ability to think critically, resolve complex issues, and optimize workflows for the best customer outcomes.

• Proactive Mindset: A drive to continuously improve, innovate, and implement best practices in the customer support domain

Why Join Us?

• Be a key player in an innovative, tech-driven financial services company.
• Lead a passionate team that is committed to providing unparalleled support to Moomoo’s growing community.
• Competitive salary, comprehensive benefits, and opportunities for career growth.
• Work in a dynamic and collaborative environment that encourages creativity and professional development.

How to Apply

If you are a results-driven leader with a passion for operations and technology in the trading world, we want to hear from you. Please submit your resume and cover letter outlining your relevant experience and why you are the ideal candidate for this role.

Join Moomoo Canada and help shape the future of retail trading in Canada!

Thank you for your interest in Moomoo Financial Canada.  We will be reviewing all applications beginning early February, at which time we will be getting in touch with only those candidates that we would like to meet.  If you would like to download our App and give it a try, you do not need to deposit funds and can explore what the future of investing looks like.  Click https://www.moomoo.com/ca/download to download our App now. 

Thank you for your interest in Moomoo Financial Canada and all the best to you and your family in 2025!  

Moomoo Canada Human Resources Team

Warning about fake job posts: Please be aware of fraudulent job postings by persons not affiliated with Moomoo Financial Inc., or their affiliates. Criminals may use fraudulent job postings to obtain your personally identifiable information and/or financial information to steal your identity and/or money. All communications to you will come from a business email address. We do not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a video call. We will not ask you for bank account information nor ask you to pay anything during the hiring process. If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local police or call the Canadian Anti-Fraud Centre at 1-888-495-8501.