About the Role
Our client is a top-tier fintech company with a strong global presence. They are seeking an experienced Global Customer Service Leader to drive operational excellence and lead large-scale frontline support teams across multiple markets.
This role will be responsible for shaping customer service strategy, strengthening organisational structure, enhancing service quality, and building a high-performance culture in a fast-growing digital business environment.
The successful candidate will lead a sizeable regional organisation and partner closely with senior stakeholders to support business growth and customer experience transformation initiatives.
Key Responsibilities
- Lead and scale global customer service operations across multiple markets, managing a frontline organisation of over 100 agents
- Define and execute customer service strategies to enhance service quality, operational efficiency and overall customer experience
- Strengthen organisational structure, governance frameworks and leadership capability across regional teams
- Drive continuous improvement initiatives and optimise key service performance metrics
- Partner with cross-functional stakeholders to support business growth and service transformation programmes
- Foster a high-performance, engaged and resilient frontline culture
Requirements
- Minimum 10 years of customer service experience within global or regional organisations
- Proven track record leading large-scale service operations (100+ team size preferred)
- Strong organisational leadership experience managing multi-layer reporting structures
- Strategic thinker with strong problem-solving and prioritisation capability
- Experience in ecommerce, digital platforms, fintech or other high-volume service environments
- Demonstrated ability to improve team engagement, performance and retention
- Strong communication and stakeholder management skills
- Ability to work effectively in both English and Chinese is preferred
- Willingness to travel as required
