Head of Customer Success

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.