Head of Customer Service

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 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.