About Us
M-DAQ Global is a pioneering fintech group specialising in foreign exchange (FX) and payment solutions that facilitate seamless cross-border transactions for businesses worldwide. Its proprietary technology delivers FX clarity, certainty, and payment mobility through a single API, empowering large enterprises and SMEs to manage global trade and FX exposure with confidence.
Headquartered in Singapore with an expanding presence across ASEAN and 7 countries and territories, M-DAQ Global provides a comprehensive suite of FX, collections, and payment solutions. This includes AI-enabled onboarding, compliance, and enhanced risk management solutions, enabling businesses to transact across borders with ease amidst evolving needs.
Our employee experience and growth have also been recognised through industry and workplace accolades, including:
- The Financial Times High-Growth Companies Asia-Pacific 2026
- The Straits Times Singapore's Fastest Growing Companies 2026
- Tech in Asia Singapore's Top Fintech Companies 2026
- Employee Experience Awards - Best Hybrid Work Model
For more information, please visit: www.m-daq.com.
About the Role
As Head of Client Experience (Institutions and Large Businesses), you will be responsible for overseeing all aspects of client experience/customer success at M-DAQ. This includes engaging with the client and coordinating with internal stakeholders (e.g. Operations, Markets, Product, Compliance and Legal) on the implementation of our API FX and payment solutions with the client, and resolution of usage issues.
This role requires strong customer-centric mentality to deliver a satisfactory experience to clients, and stakeholder management skills to consult with relevant subject-matter experts to collectively identify and deliberate on customer-related requirements.
You will be reporting to the Chief of Staff.
Key Responsibilities
- Lead and manage team including performance, training and process improvement.
- Own and optimize the end-to-end client experience journey (onboarding, transaction, support, and retention).
- Collaborate with the Sales team to provide support for clients usage of our platform.
- Resolve account issuance and transaction-related issues pertaining to both payments and collections efficiently.
- Collaborate with the Transaction Monitoring team to collect necessary supporting documentation from clients for underlying transactions.
- Coordinate with the Operations team to facilitate and support the refund process for rejected payments and collections.
- Liaise with the Engineering team to support the technical integration of clients onto the platform.
- Identify, report, and track any system-related issues affecting clients to ensure prompt resolution.
- Manage system static data configurations, including markups, fees, and other relevant parameters.
- Proactively identify and resolve issues impacting the overall client experience.
- Escalate critical client issues or systemic problems to senior management when necessary, ensuring timely and effective resolution.
Job Requirements
- Bachelor's degree in a relevant field (e.g., business, engineering, or related disciplines).
- At least 6 years experience in customer support, customer success, API integration, project implementation or related roles, preferably in fintech, payments or B2B environments.
- Native proficiency in both English and Mandarin (to liase with Mandarin-speaking clients)
- Detail-oriented with strong organizational and multitasking abilities.
- Strong understanding of APIs solutions for payments or FX is strongly prefered.
- Highly responsible with a strong sense of ownership in assigned tasks.
- Excellent communication and stakeholders management skills.
- Attention to detail, analytical mindset, and problem-solving capabilities.
Why Us
- Be part of a mission to create a World without Currency Borders™
- Work alongside collaborative and diverse regional teams
- Gain exposure to cross-border payments, FX solutions, and global fintech innovation
- Opportunities to learn, grow, and take ownership in a fast-growing company
- Flexible hybrid work environment with a people-oriented culture
- Competitive remuneration package and employee benefits
