Global Crypto CS Team Lead — Remote, Fast-Scale Support

Confidential; Johor Bahru; On-site; MYR 150,000 - 210,000; Full time

Job summary

Confidential, a globally distributed crypto exchange, is seeking a hands-on CS Leader to run day-to-day service operations with global coverage. You will own response times, resolution quality, and complaint lifecycle management across markets.

Lead a mid-sized team, develop crisis-management frameworks, and coordinate with Risk, Legal, and Operations to build repeatable playbooks. English is mandatory; Chinese skills are a plus.

Qualifications

• 5+ years in customer service operations
• 2+ years managing a CS team at a financial platform, trading platform, or payments institution; exchange background preferred
• Experience building and running service delivery frameworks with crisis-management and complex-complaint chops
• Comfortable leading a mid-sized team with global coverage
• English mandatory; bilingual English/Chinese
• Nice to have: exchange background, compliance background, AI-driven CS efficiency projects

Responsibilities

• Day-to-day operational management of the CS team across chat and email channels, owning SLAs for response time, resolution rate, and customer satisfaction
• The full complaint lifecycle — intake, categorization, follow-up, and closure — across the markets you cover
• A tiered complaint-response framework with standardized processes for high-risk scenarios (fund security, account anomalies, transaction disputes)
• Personal handling of major and escalated complaints, coordinating with Risk, Legal, and Operations, and turning resolutions into repeatable playbooks
• Regular reporting on CS and complaint data, surfacing recurring issues and system gaps to the wider business
• Team performance — setting and cascading targets, coaching, and building out the bench

Skills

Customer service operations

Team management

Crisis management

Data-driven decisions

Cross-functional coordination

Job description

Confidential, a globally distributed crypto exchange, is seeking a hands-on CS Leader to run day-to-day service operations with global coverage. You will own response times, resolution quality, and complaint lifecycle management across markets.

Lead a mid-sized team, develop crisis-management frameworks, and coordinate with Risk, Legal, and Operations to build repeatable playbooks. English is mandatory; Chinese skills are a plus.