Head of Customer Service

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 is a global crypto payment fintech that integrates blockchain solutions into traditional banking and finance infrastructure. Our user-friendly crypto platform empowers millions worldwide to spend and send crypto assets, providing faster, more accessible and inclusive financial services. We are dedicated to advancing financial inclusion for unbanked and supporting crypto enthusiasts, driving the global adoption of secure and flexible crypto-powered finance solutions.

Role Purpose

Own the customer service function and build a dependable support operation for a global payments business. You will strengthen the existing team, resolve complex customer issues and translate recurring problems into improvements in products and operations. This is a senior leadership role requiring hands‑on involvement in escalations, service design and team development.

Key Responsibilities

• Service strategy and operating model. Set the service roadmap, organisational structure, staffing plan and budget. Build multilingual coverage across time zones, with clear service levels, escalation paths and ownership for each support channel.
• Team leadership. Hire and develop team leaders and specialists. Establish coaching, quality assurance, training and performance management. Manage outsourced service providers where used, with clear standards for service quality, information handling and escalation.
• Payments support. Own support workflows for onboarding, card payments, deposits, withdrawals, transfers and account access. Ensure agents understand payment status, settlement delays, blockchain confirmations and the limits of their decision‑making authority.
• Complaints and disputes. Lead complex complaints and customer escalations. Coordinate card disputes, refunds and chargeback support with payment partners and internal teams, meeting applicable partners, scheme and regulatory timelines. Maintain complete records and clear customer updates.
• Service performance. Track response and resolution times, backlog age, customer satisfaction, quality scores, repeat contacts and cost to serve. Use these measures together to improve resolution quality and efficiency without compromising control requirements.
• Tools and knowledge. Improve ticketing, knowledge management, self‑service and workflow automation. Apply AI‑assisted support where useful, with appropriate access controls, quality checks and human escalation for sensitive or complex cases.
• Customer insight. Identify recurring issues and work with Product, Engineering, Risk and Compliance to eliminate their causes. Give leadership a clear view of customer pain points, service risks and the actions needed to address them.
• Incident communication. Lead customer‑facing communication during service disruptions, suspected fraud and account restrictions, coordinating with the incident owner. Protect sensitive information and follow approved guidance for compliance‑related communications.

Qualifications

• 8+ years of relevant experience in customer service or customer operations, including 3+ years leading teams. Demonstrated success improving an established support function in a growing business.
• Full professional fluency in spoken and written English and Mandarin Chinese, with the ability to handle sensitive customer conversations, coach teams and communicate clearly with senior management in both languages.
• Relevant experience in payments, fintech, stablecoins, digital assets or Web3, with practical understanding of customer issues across payments, account access and onboarding.
• Strong operational management skills covering workforce planning, quality assurance, training, complaints, service providers and performance reporting.
• Experience improving support systems and using data to reduce repeat contacts, resolve backlogs and improve customer outcomes. Able to distinguish automation opportunities from cases requiring specialist judgement.
• A credible, hands‑on leader who can make decisions under pressure, develop managers and coordinate across Product, Engineering, Risk and Compliance.

Preferred Experience

• Experience supporting international card programmes or cross-border payments, including disputes and coordination with issuing or processing partners.
• Experience scaling multilingual teams, managing outsourced support or introducing service automation with measurable quality improvements.