Global Head of Customer Experience & Support

RedotPay group; Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

Job summary

RedotPay group in Hong Kong seeks a senior head of customer service to own the function for a global payments business. You will lead escalations, design services, and develop a high‑performing team across multilingual regions.

You will align product, engineering, risk and compliance, implement AI‑assisted support, improve processes, and ensure compliance with partner and regulatory timelines while maintaining clear customer updates.

Qualifications

• 8+ years in customer service or operations, with 3+ years leading teams.
• Fluency in English and Mandarin Chinese (spoken and written).
• Experience in payments, fintech, stablecoins, digital assets or Web3.
• Strong operational management: workforce planning, QA, training, complaints, and reporting.
• Experience improving support systems and using data to reduce repeats and backlogs.
• Hands-on leader capable of coordinating across Product, Engineering, Risk and Compliance.

Responsibilities

• Define service strategy, operating model, staffing, and budget for global coverage.
• Lead and develop team leaders and specialists; manage outsourced partners with clear standards.
• Oversee payments support workflows (onboarding, card payments, deposits, withdrawals, transfers, account access).
• Lead complex complaints and customer escalations, coordinating with partners on disputes and refunds.
• Track service performance metrics and drive improvements without compromising control.
• Improve ticketing, knowledge base, self-service, and workflow automation; apply AI-assisted support with safeguards.
• Provide customer insight to leadership and collaborate with Product, Engineering, Risk, and Compliance.
• Lead incident communications during service disruptions and policy-compliant updates.

Skills

Leadership

Team management

English fluency

Mandarin Chinese

Payments / Fintech

Data-driven improvements

Job description

RedotPay group in Hong Kong seeks a senior head of customer service to own the function for a global payments business. You will lead escalations, design services, and develop a high‑performing team across multilingual regions.

You will align product, engineering, risk and compliance, implement AI‑assisted support, improve processes, and ensure compliance with partner and regulatory timelines while maintaining clear customer updates.