Total 8 job vacancies by Zeal Group

Key Responsibilities

• System Architecture & Setup: Lead the end-to-end setup of new operational systems (e.g., ticketing platforms, telephony entities, CRM environments). Responsible for system configuration, data mapping, integrations, and deployment.
• System Maintenance & Administration: Manage the daily administration of core CX systems, including ticketing, telephony/VoIP, and CRM platforms (e.g., Zendesk). Monitor ticketing workflows, automation rules, user access permissions, system configurations, and operational performance while supporting data extraction and reporting requirements.
• Workflow Automation: Develop and maintain automation solutions, scripts, and system workflows to streamline operational processes and improve efficiency across the department.
• Technical Stack Ownership: Act as the system owner for core CX tools (Ticketing, Telephony/VoIP, CRM, and Help Desk platforms), ensuring seamless integrations via APIs, webhooks, and third-party services.
• Data Validation & Reporting: Extract, analyze, and validate system data, logs, and operational metrics to measure performance, identify improvement opportunities, and support business decision-making.
• Process & System Optimization: Continuously evaluate customer service workflows, system utilization, and operational processes, recommending enhancements to improve efficiency, scalability, and user experience.

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Analytics, or a related field.
• 2–5 years of experience in Customer Service Systems, CRM Administration, Technical Operations, System Support, or related roles.
• Hands-on experience administering customer service platforms such as Zendesk, or similar ticketing/CRM systems.
• Familiarity with customer service workflows, ticket lifecycle management, and operational processes.
• Experience managing user access, system configurations, workflow automation, and system maintenance activities.
• Experience extracting and analyzing system data for reporting and operational insights.
• Strong problem-solving skills with the ability to troubleshoot system and workflow issues.

Job Responsibilities

• Responsible for the development, maintenance, and continuous optimization of AI Customer Service Chatbots, including improving bot response quality, reducing escalation-to-human rates, and enhancing customer satisfaction
• Manage customer service-related tools and platforms, including but not limited to Zendesk, internal help desk systems, ticketing workflows, automation rules, and knowledge base configurations
• Drive AI adoption in customer service scenarios by evaluating and implementing suitable AI tools, platforms, or model capabilities to improve service efficiency and user experience
• Collaborate closely with Product, Technology, and internal Customer Service teams to drive project implementation and execution
• Coordinate with third-party systems and APIs to support customer service system integration and automation initiatives
• Analyze customer service data and user feedback to continuously optimize customer service processes and system capabilities

Mandatory Requirements

• Bachelor’s degree or above, preferably in Computer Science, Information Systems, Artificial Intelligence, Data Analytics, or related fields
• 3–8 years of experience in customer service systems, AI products, or customer service operations
• Hands-on experience in building and managing AI Chatbot / Conversational AI solutions
• Familiarity with Zendesk platform configuration, maintenance, and core modules
• Strong understanding of customer service workflows and operational frameworks
• Strong project management and cross-functional collaboration skills

Technical Skills

• Familiar with at least one AI / NLP / LLM application scenario
• Knowledge of large language models and platforms such as OpenAI, Claude, Gemini, etc.
• Familiar with API integration and SaaS system integration
• Strong data analysis skills with the ability to drive optimization through data insights
• Experience with SQL, Python, or automation tools is an advantage

Preferred Qualifications

• Experience in finance, trading platforms, internet, or SaaS industries
• Experience supporting multilingual customer service operations
• Experience with AI Agent, RAG (Retrieval-Augmented Generation), or Knowledge Base development
• Customer service team management experience is a plus

Zeal Group is a fintech group operating multi-asset trading businesses and technology solutions across global markets. Founded in 2017, the company has grown to more than 500 employees worldwide, with offices across Europe, Asia, Africa, the Middle East, and South America, and its technology hub in Cyprus.

We are hiring a Global Head of Risk & Trading to lead the risk domain across Traze and ZFX. This role will own the strategy, structure, and execution across Risk, Trading, Dealing, and Trading Anti-Fraud, while also bringing strong technical capability in quantitative modelling, automation, and client behaviour analysis.

The Role:

This is a senior leadership role for a commercially aware and technically strong risk professional who can build structure, improve controls, and strengthen decision-making across the trading business. The successful candidate will lead the overall risk framework while remaining close to the detail on client flow, fraud patterns, dealing oversight, and quantitative monitoring.

The role is suited to an established Head of Risk, but it may also fit a high-performing Risk Manager or Senior Specialist ready to step into a broader leadership position.

Responsibilities:

• Lead the global Risk, Trading, Dealing, and Trading Anti-Fraud function across Traze and ZFX.
• Define and implement the overall strategy, governance model, operating structure, and control framework across the risk domain.
• Oversee real-time trading risk across FX and CFD products, including exposure management, pricing integrity, and high-volatility instruments.
• Analyse client trading behaviour and order flow to identify risk patterns, toxic flow, abuse indicators, and commercial opportunities.
• Build and implement quantitative models for client classification, order-flow analysis, predictive risk monitoring, and surveillance.
• Drive automation across alerts, dashboards, logic engines, monitoring tools, and workflows to improve speed, consistency, and control.
• Detect and respond to trading abuse, including latency arbitrage, bonus abuse, toxic trading behaviour, and other high-risk activity.
• Assess risk in new products, execution models, liquidity arrangements, and promotional campaigns, and recommend mitigation strategies.
• Build scalable processes, reporting standards, and cross-functional ways of working across the business.
• Partner with Product, Commercial, Compliance, Finance, and Technology teams to align risk controls with business growth.

• Proven experience in FX/CFD risk, trading, dealing, or trade surveillance within a brokerage, fintech, liquidity provider, investment banking environment, or similar trading business.
• Strong understanding of FX/CFD products, pricing, liquidity, order-flow dynamics, and execution risk.
• Demonstrated ability to categorise client trading behaviour and translate this into practical risk, dealing, hedging, or fraud-control actions.
• Deep knowledge of toxic flow, latency arbitrage, bonus abuse, scalping, fraud patterns, and broader client-risk behaviours.
• Strong quantitative and analytical capability, with experience in modelling, behavioural analysis, and risk monitoring.
• Practical experience with Python, SQL, or similar tools used in automation, analytics, and quantitative risk work.
• Ability to build teams, create structure, and lead a global function at both strategic and hands-on level.
• Strong communication, stakeholder management, and decision-making skills in a fast-paced environment.

Preferred:

• Current Head of Risk, Senior Risk Specialist, or Risk Manager ready for a step up.
• Highly technical candidate with a background in Mathematics, Quantitative Finance, Computer Science, Engineering, Machine Learning, or a related field.
• Experience from retail brokerage, fintech, liquidity providers, PSPs, investment banking, or adjacent financial markets businesses.
• Ambitious, hands-on, and comfortable building processes, frameworks, and structure from the ground up.

What Success Looks Like:

In this role, you will be expected to bring a clear approach to client behaviour categorisation, define what strong risk team design looks like, and introduce practical automation that improves how toxic or abusive clients are identified and managed. The role requires someone who can combine strategic leadership with technical depth and take ownership of building a stronger global risk function.

Key Responsibilities

1. Customer Service Performance Monitoring (KPI)

• Track and analyze key Customer Service KPIs such as CSAT, response time, handling time, and resolution rate
• Develop and maintain dashboards and reports to provide clear performance visibility
• Identify performance gaps and recommend actionable improvements

2. Data Analysis & Insights

• Analyze data across Customer Service, Operations, and Payment teams to identify trends, issues, and opportunities
• Provide insights to improve service quality, operational efficiency, and customer satisfaction

• Support regular reporting (weekly/monthly) and business reviews

3. System Usage & Process Optimization

• Monitor the usage and effectiveness of CS tools (e.g., ticketing systems, CRM platforms, chatbot solutions)
• Ensure proper system adoption and highlight gaps in usage or workflow inefficiencies
• Recommend enhancements to processes and system workflows

4. AI & Automation Support

• Track and evaluate chatbot performance (e.g., resolution rate, fallback scenarios)
• Identify opportunities to reduce manual workload through automation•
• Collaborate with Tech teams to improve AI tools using data-driven insights

5. Cross-functional Collaboration

• Work closely with CX, Product, and Technology teams to support business initiatives
• Assist with ad hoc data analysis and reporting requests as required

Requirements

• Diploma or Degree in Data Analytics, Business, IT, or related fields
• 1–3 years of experience in data analysis, reporting, or similar roles (experience in Customer Service environment is an advantage)
• Strong proficiency in Excel or Google Sheets (e.g., formulas, pivot tables)
• Basic knowledge of SQL is preferred
• Experience with data visualization tools (e.g., Power BI, Tableau) is a plus
• Strong analytical thinking, problem-solving, and communication skills

Role Summary:
This role sits within the Client Experience department, focusing on understanding Customer Service workflows and operations, and translating them into scalable, system-driven solutions. The Product Operations executive will act as a key bridge between Customer Service and product teams, driving process optimization, automation, and continuous product improvements to enhance operational efficiency and customer experience.

Job Responsibilities:

1. Business Process Mapping & Optimization
• Gain a deep understanding of Customer Service workflows and operations within the Client Experience department
• Map out existing manual processes, identifying inefficiencies and risk points
• Design standardized and scalable business processes and SOPs
• Define key functional logic, data fields, process nodes, and exception-handling mechanisms
2. Product Requirement Development
• Act as a bridge between Client Experience (Customer Service) and product teams to translate operational needs into product improvements
• Clearly articulate Customer Service workflows and requirements to product teams, ensuring accurate implementation
• Based on business pain points, produce clear and comprehensive Product Requirement Documents (PRDs)
• Transform manual processes into system-driven and automated solutions (e.g., rule engines, approval workflows, configurable tools)
3. Cross-functional Collaboration & Execution
• Work closely with product managers and technical teams to drive requirement reviews, development, and deployment
• Liaise with relevant product departments to improve system capabilities supporting Customer Service operations
• Track project progress, coordinate resources, and ensure timely delivery
• Participate in UAT testing to ensure features meet business needs and enhance operational efficiency
• Establish key performance indicators (KPIs), continuously track post-launch performance, and analyze data (efficiency gains, manpower savings, error rates, etc.)

Job Requirements:

1. Experience Requirements
• Bachelor’s degree or above; preference for majors in Finance, Economics, Information Management, or related fields
• At least 3 years of experience in product operations, business operations, Customer Service operations, or related roles
• Experience in fintech, trading platforms, payments, brokerage, or forex industries is preferred
2. Core Competencies
• Strong process mapping skills: ability to structure and standardize complex Customer Service workflows
• Product mindset: ability to translate operational/business problems into product requirements
• Strong communication and stakeholder management skills: able to effectively collaborate with Customer Service, product, and technical teams
• Project execution skills: experience in driving projects end-to-end from requirements to launch
• Data analysis skills: able to evaluate optimization outcomes through data
3. Technical/Professional Skills (Preferred)
• Experience in process automation, rule engines, or risk control systems
• Familiarity with PRD writing, Axure/Figma, or workflow diagram tools
• Basic SQL or data analysis skills are a plus
4. Personal Attributes
• Results-oriented with strong execution ability
• Logical, detail-oriented, and meticulous

Role Overview

The Technical Analyst engineer is the engine room of the Client Experience department, reporting directly to the AI Lead. You will bridge the gap between technical infrastructure and business intelligence by building and maintaining the department’s automation stack—using Zendesk and Python—while applying AI/LLM knowledge to enhance support capabilities. You will also serve as the team’s data anchor, performing deep-dive financial reconciliations and building automated dashboards to drive data-led decision-making.

Key Responsibilities

1. Automation & AI Integration
• Zendesk & SaaS Optimization: Architect and maintain Zendesk triggers, automations, and complex workflows;
• Python-Led Automation: Develop and deploy Python scripts to automate repetitive manual tasks.
• AI Feature Deployment: Implement and tune advanced AI features within SaaS, managing knowledge base training and basic RAG (Retrieval-Augmented Generation) logic.
2. Data Tools & Reporting
• Advanced Data Analysis: Use tools extensively for high-stakes data cleaning, financial reconciliation, and analysis (advanced formulas and Power Query required).
• BI Dashboarding: Build and maintain automated reports to track KPIs and operational health.
• Management Reporting: Prepare regular operations and analysis reports, translating raw data into insights for Finance and Management teams.
3. Process Improvement & Collaboration
• Workflow Refinement: Support the optimization of processes, rules, and SOPs to improve efficiency, transparency, and internal control.
• Cross-functional Alignment: Work closely with Payment, Finance, IT, and Product teams to drive system improvements and handle security-related whitelisting or response tasks.

• Platform Expertise: Hands-on experience with Zendesk Administration (workflows, triggers, and app integrations).

• Advanced Data Skills: Expert-level Excel (Power Query, Pivot Tables, and complex financial reconciliation); experience with SQL and BI tools.
• Automation & Scripting (Preferrable): Proficiency in Python for business process automation and data extraction; experience with APIs and Webhooks.
• AI Literacy (Preferrable): A foundational understanding of LLMs and how to apply them within a customer experience or operational framework.

Job Summary

We are looking for a detail-oriented and motivated fresh graduate or Internship to join our team as a Payment Operations. This role will support daily payment processing, transaction monitoring, and issue resolution while gaining hands-on experience in fintech and payment operations.

Key Responsibilities

• Assist in processing daily deposits and withdrawals
• Monitor transaction status and ensure timely updates
• Support reconciliation between payment systems, CRM, and internal records
• Investigate and resolve payment-related issues (e.g. failed transactions, delays, mismatches)
• Liaise with internal teams for issue resolution
• Help maintain accurate records and documentation of payment activities
• Support escalation handling and follow-up on pending cases

What You Will Gain

• Hands-on experience in payment operations
• Exposure to real transaction systems and reconciliation processes
• Opportunity to work in a fast-growing and dynamic environment
• Potential for full-time conversion based on performance

• Bachelor in Finance, Business, Economics, or related fields

• Strong attention to detail and good analytical skills
• Good communication skills in English; Mandarin is an advantage
• Proficient in Microsoft Excel
• Responsible, proactive, and willing to learn

Preferred Qualifications (Adding point)

• Experience handling data, reconciliation, or operational tasks

Role Overview

This is a technical, hands-on role reporting to the AI Lead. You will be responsible for building, maintaining, and scaling the AI and automation infrastructure within the Client Experience Department. The role involves managing standard SaaS platforms, architecting custom LLM solutions (RAG pipelines), and ensuring all technical implementations are supported by data-driven performance metrics and empirical proof.

Key Responsibilities

• System Architecture & Setup: Lead the end-to-end setup of new operational systems (e.g., new ticketing instances, telephony entities, or CRM environments). You will be responsible for the initial configuration, data mapping, and integration.
• AI Development & RAG: Architect and deploy Retrieval-Augmented Generation (RAG) pipelines and custom LLM agents to enhance or replace standard SaaS AI features.
• Workflow Automation: Develop and maintain production-grade Python scripts to automate data flows and operational tasks across the department.
• Technical Stack Ownership: Act as the lead engineer for core CX tools (Ticketing, Telephony/VoIP, and CRM), ensuring seamless integration via APIs and webhooks.
• Data Validation: Extract and analyze system logs to provide empirical proof of ROI, accuracy, and system reliability.
• Technical Alignment: Coordinate with cross-functional teams to translate business requirements into technical logic, data schemas, and API documentation.

• Python Mastery: Proficiency in Python for automation, data processing, and API development.
• AI Orchestration: Hands-on experience with LLM frameworks (LangChain, LlamaIndex) and vector databases.
• Infrastructure & System Setup: Proven experience in setting up enterprise-level SaaS environments from scratch, including user permissions, routing logic, and API authentication.
• Systems Integration: Knowledge of integrating SaaS platforms and communication tools (CPaaS/VoIP) via REST APIs.
• Analytical Rigor: Ability to use data to prove system performance (e.g., measuring hallucination rates, latency, or cost-savings).
• Prompt Engineering: Experience building and testing complex, logic-based prompt chains for production environments.