OVERVIEW

The Head of Customer Success will be a foundational leader, responsible for defining, building, and executing the end-to-end customer success strategy from the ground up. This highly entrepreneurial role requires extensive hands-on experience in process design, system implementation, and team leadership, with a strong focus on delivering a seamless, high-quality experience for all clients engaging with our banking products and services.

KEY RESPONSIBILITIES

1. Strategic Process, System & Workflow Design

• Spearhead the design and implementation of the entire Customer Success journey, including defining and optimizing processes to efficiently handle customer inquiries, inputs, feedback, and complaints across all channels.

• Develop, implement, and maintain comprehensive Standard Operating Procedures (SOPs), detailed workflows, and the underlying systems for all customer service operations, ensuring consistency and adherence to regulatory standards from inception.

• Drive continuous process and system improvements by identifying recurring systemic issues and suggesting strategic solutions to enhance the overall customer experience (CX) and operational efficiency.

2. Customer Management & Resolution

• Oversee and, when necessary, directly manage complex customer inquiries across multiple channels with the utmost professionalism and efficiency.

• Provide expert and accurate information on banking products, services, and transactions.

• Investigate and resolve highly complex customer issues, including critical transaction-related matters, and strategically escalate critical cases to internal teams when necessary, driving resolution.

• Establish and monitor all customer feedback and service metrics, ensuring that issues are addressed proactively and within defined quality standards, and using data to inform strategic improvements.

• Collaborate effectively with internal teams (Operations, Compliance, Product, and Technology) at a strategic level to resolve customer concerns quickly and effectively, influencing cross-functional initiatives.

3. Team Leadership & Development

• Build, lead, mentor, and train a high-performing customer service team, establishing best practices and ensuring a uniform standard of service as the team scales.

• Foster a culture of customer advocacy, continuous learning, and innovation within the team, empowering them to deliver exceptional service.

4. Compliance & Reporting

• Establish and maintain accurate and complete records of all customer interactions and resolutions in accordance with company policies and all relevant regulatory requirements, designing the frameworks for compliance.

• Generate and analyze regular reports on customer service performance, identifying trends, pain points, and strategic opportunities for service enhancement and growth.

REQUIREMENTS

• Degree in Business Administration, or related fields.

• 8-10 years of progressive experience in customer service or customer success leadership, with a significant portion within the banking or fintech industries.

• Proven hands-on experience in building and scaling customer success processes, systems, and teams from the ground up.

• Deep understanding of digital banking products, common transaction processes, and relevant industry technologies.

• Excellent communication skills in both English and Mandarin, with the ability to handle complex customer interactions and documentation in both languages, and effectively communicate with senior stakeholders.

• Highly customer-oriented with strong problem-solving, analytical, and conflict-resolution skills.

• Ability to thrive and lead effectively in a fast-paced, digital-first, and evolving environment.

• In-depth familiarity with banking regulations and compliance requirements is essential.