About US
Avenir Group is a pioneering investment group dedicated to strategically integrating traditional finance with digital assets — as Asia's largest institutional Bitcoin ETF holder — building a leading global financial ecosystem through Investment, Incubation, and Operations in digital assets, trading & financial platforms, PayFi infrastructure, and Real World Assets (RWA).
About the Role
We are seeking a highly skilled Customer Success Manager to drive the establishment of a world-class, round-the-clock customer service infrastructure. In this role, you will be a key contributor to our Operations Department, taking ownership of building our global Customer Success function from the ground up to fuel our continued growth. You will collaborate with Compliance, Technology, Product, and Risk Management teams to architect scalable support frameworks, and deliver exceptional service experiences to our worldwide user base.
Key Responsibilities
- Recruit and lead multi-regional customer service teams to ensure seamless 24/7 coverage across Asia, Europe, and the Middle East.
- Architect 24/7 shift operations frameworks including performance metrics and incentive structures to maintain high service standards globally.
- Author rigorous standard operating procedures (SOPs) for KYC, fiat processing, and crisis management to ensure operational compliance and consistency.
- Engineer complete customer journey workflows to optimize the user experience and elevate overall satisfaction benchmarks.
- Collaborate with Compliance and Risk teams to resolve operational bottlenecks and ensure timely escalation of critical matters.
- Advise clients on cryptocurrency trading activities (spot and derivatives) to facilitate high-quality engagement and platform retention.
- Deploy and administer CS technology platforms (Zendesk/Salesforce) to automate workflows and enhance team productivity.
- Institute systematic feedback mechanisms to provide executive leadership with data-driven insights for product optimization.
- Manage fiat on/off-ramp inquiries to guarantee accuracy and compliance during the capital movement process.
- Lead cross-functional initiatives to align stakeholders on upcoming securities business support and integrated service offerings.
Required Qualifications, Capabilities, and Skills
- Bachelor's degree in Business Administration, Finance, or a related field.
- Minimum 3 years of management experience within a cryptocurrency exchange environment, specifically building 24/7 teams from scratch.
- Possess a sophisticated understanding of spot trading, derivatives, wallet services, and fiat gateway operations.
- Proven ability to author and implement comprehensive SOPs across the full operational lifecycle.
- Maintain professional fluency in English and Mandarin to facilitate global business negotiations and documentation.
- Exhibit working knowledge of VASP compliance frameworks, including KYC, AML, and risk management principles.
- Leverage hands-on experience in selecting and deploying enterprise-level CS software (e.g., Zendesk).
Preferred Qualifications, Capabilities, and Skills
- Direct involvement in Hong Kong VASP or Malaysia SC licensing application processes.
- Prior management experience within licensed securities firms or traditional banking institutions.
- Working proficiency in Cantonese, Japanese, or Arabic.
- Experience overseeing multi-currency settlement operations and related support functions.
- Documented success in handling crisis communications or reputation management in high-pressure scenarios.
