Global Head of Customer Experience & AI-Driven Service

VelaOrbit Technology Group Limited; Kuala Lumpur; On-site; MYR 450,000 - 750,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

International exposure

Job summary

VelaOrbit Technology Group Limited is seeking a Head of Customer Service (Global) to own the global CX framework from Kuala Lumpur, with extensions to Hong Kong, Cyprus and Dubai. You will architect end-to-end support, drive AI-enabled workflows, and build a scalable, compliant operation across regions.

You will lead a high-caliber international team, define SOPs, recruit and mentor staff, and partner with Product, Risk and Engineering to reduce pain points and improve customer outcomes.

Qualifications

• 8+ years of experience in customer service management with a track record of scaling global networks.
• Experience within CFD Broker, FX trading, crypto derivatives or highly regulated financial institutions.
• Hands-on in building 0-to-1 customer service setups rather than maintaining mature structures.
• Proficiency with modern CRM suites, ticket systems, automation engines and data dashboards; AI tools in daily workflows.
• Fluency in English and Mandarin (written and spoken).

Responsibilities

• Plan, design, and build the global customer support structure from the ground up, scaling across regions.
• Lead AI agents, copilots, automated workflows and smart ticketing to scale responses with technology.
• Ensure all client-facing texts, letters, and knowledge bases are version-controlled and compliant with regulations.
• Oversee 24/7 global shift scheduling and multilingual queues across key pillars (KYC, Funding, Trading).
• Develop a VoC ecosystem and feed insights back to Product, Risk, Payments, and Engineering.
• Hire, mentor, and lead an international support team and author SOPs for complex disputes.

Skills

CRM platforms

AI tools adoption

Data analytics dashboards

Global team leadership

English & Mandarin fluency

Tools

CRM suites

Ticketing systems

Automation engines

Data analytics dashboards

Job description

VelaOrbit Technology Group Limited is seeking a Head of Customer Service (Global) to own the global CX framework from Kuala Lumpur, with extensions to Hong Kong, Cyprus and Dubai. You will architect end-to-end support, drive AI-enabled workflows, and build a scalable, compliant operation across regions.

You will lead a high-caliber international team, define SOPs, recruit and mentor staff, and partner with Product, Risk and Engineering to reduce pain points and improve customer outcomes.