Head of CS

Key Responsibilities

• Lead the Customer Service team (frontline + Support) to ensure smooth and efficient daily operations
• Drive weekly VOC analysis and data review (including review ratings, negative feedback, App Store & Google Play scores) to create targeted improvement plans
• Develop and continuously optimize CS SOPs, knowledge base, and AI Bot to improve deflection rate and FCR
• Manage major incident response and coordinate with cross-functional teams (Product, Tech, Risk, Operations) for rapid resolution
• Monitor key KPIs (answer rate, resolution rate, CSAT, ticket handling time) and continuously improve customer satisfaction
• Lead process optimization and product feedback for complex scenarios including refunds, Chargeback, unknown charges, KYC, and risk control appeals
• Handle team development, performance management, and organizational optimization to support rapid business growth
• Prepare weekly and monthly reports for management with systematic improvement recommendations

Requirements

• Minimum 6 years of customer service experience, with at least 3 years in team management (Fintech / Internet Finance / Payment industry preferred)
• Strong data analytical and problem-solving skills, able to translate VOC insights into actionable improvements
• Excellent written and spoken English and Chinese
• Familiar with Zendesk, Intercom, or similar ticketing systems; experience with AI Bot / Agent is a strong plus
• High resilience under pressure with proven experience handling major incidents
• Strong cross-functional coordination and project management skills

What We Offer

• Competitive salary and attractive performance bonus
• Medical insurance, MPF, and comprehensive benefits
• Exposure to cutting-edge Fintech and crypto business with significant career growth opportunities
• Flat, efficient, and dynamic team culture that values your ideas and innovation