Head of Customer Service (Global)

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 is an independent consultancy that helps banks, insurers and fintechs design, build and modernize the technology their business depends on.

The Role

This is not a traditional call center management role. You will report directly to the Chief Operating Officer (COO). You will hold complete end-to-end ownership of the global customer service framework—transitioning the function from a baseline support setup (CS) into a technology-driven Customer Experience (CX) differentiator.

Position

Head of Customer Service (Global)

Location

Kuala Lumpur (Primary Hub) / Hong Kong / Cyprus / Dubai (Full-time, Office-based)

Team

Global Customer Operations & Experience

Reports to

Chief Operating Officer (COO)

Key Responsibilities

• Plan, design, and build the global customer support structure from the ground up, scaling operations from 1 to 10 across Southeast Asia, East Asia, South Asia, Middle East, Europe, and LATAM
• Drive the implementation of AI Agents, AI Copilots, automated workflows, and smart ticketing platforms to scale response capabilities through technology rather than headcount
• Ensure all client-facing text, scripts, settlement letters, and knowledge bases are strictly version-controlled, auditable, and fully compliant with global financial regulatory standard limits (handling KYC, AML, Client Money, and statutory complaint resolution windows)
• Oversee 24/7 global shift scheduling and multi-lingual queues across key operational pillars: Account Opening/KYC, Funding/Payments, Trading Disputes, Risk Notifications, and Escalated Grievances
• Build a comprehensive VoC ecosystem to isolate the root causes of platform issues, feeding insights directly back to Product, Risk, Payments, and Engineering to fix structural user pain points
• Hire, mentor, and lead a high-caliber international support team; personally act as a hands‑on leader capable of engineering SOPs and resolving complex dispute cases

Requirements

Required:

• 8+ years of experience in customer service management, with a proven track record of scaling global support networks
• Extensive, non-negotiable experience within a CFD Broker, FX Trading Platform, Crypto Derivatives Venue, or highly regulated equivalent financial institution
• Direct, hands‑on experience building customer service setups from 0-to-1, rather than simply maintaining pre-existing mature structures
• Highly proficient in modern CRM suites, Ticket Systems, Automation engines, and Data Analytics dashboards; an active adopter of AI tools in daily workflows
• Fluency in English and Mandarin (written and spoken)

Preferred (any of the following):

• Fluency in additional languages supporting our key markets (e.g., Arabic, Thai, Vietnamese, Malay, Spanish, or Portuguese)
• Deep expertise in cross‑border payment dispute resolutions and high-net‑worth VIP retention strategies

What We Offer

• Total authority to define, deploy, and benchmark the systems, frameworks, and talent across our international support network
• Fast execution, minimal bureaucracy, and a direct line to executive decision-makers
• A true AI‑native operational workspace where technology serves as a fundamental architectural pillar, not an after-the-fact add‑on
• Fast-moving, low-bureaucracy environment where your work directly designs and shapes the customer service framework
• Competitive salary and performance bonus commensurate with experience
• International regulatory exposure

Chief Operating Officer (COO)