Global Head of Customer Experience - Fintech Payments

Red Begonia Limited; Hong Kong Island; On-site; HKD 1,200,000 - 2,000,000; Full time

Job summary

RedotPay, a global crypto payments fintech, is seeking a senior leader to own the customer service function for a fast-growing payments business. You will strengthen the team, resolve complex issues and drive improvements across products and operations.

This hands-on role covers service strategy, team development, outsourced providers, payments support workflows, and incident communications. You will partner with Product, Engineering, Risk and Compliance to reduce friction and improve customer

Qualifications

• 8+ years in customer service or operations, including 3+ years leading teams.
• Fluent in English and Mandarin; able to engage senior management in both languages.
• Experience in payments, fintech, stablecoins, digital assets or Web3 domains.

Responsibilities

• Define service strategy, operating model, staffing plan and budget.
• Build multilingual coverage across time zones with SLAs and clear escalation paths.
• Hire, coach and manage team leaders and specialists; oversee outsourced providers.
• Own payments support workflows including onboarding, deposits, transfers and account access.
• Lead complex complaints and coordinate with partners and internal teams.
• Track metrics like response times, backlog and CSAT; drive continuous improvement.
• Improve knowledge management, self-service and automation with proper controls.
• Coordinate customer communications during disruptions or suspected fraud.

Skills

Leadership

Team management

Multilingual English/ Mandarin

Payments fintech

Operational excellence

Stakeholder management

Budgeting

Job description

RedotPay, a global crypto payments fintech, is seeking a senior leader to own the customer service function for a fast-growing payments business. You will strengthen the team, resolve complex issues and drive improvements across products and operations.

This hands-on role covers service strategy, team development, outsourced providers, payments support workflows, and incident communications. You will partner with Product, Engineering, Risk and Compliance to reduce friction and improve customer