Senior Customer Operations Lead - FinTech Payments

Liquid Group; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

Liquid Group is expanding its Kuala Lumpur Customer Operations to deliver seamless support for customers, merchants, and partners across our regional payment network. This senior role leads day-to-day operations, advocates for process improvements, and ensures robust governance and performance outcomes.

The ideal candidate combines hands-on leadership with strong payment operations expertise, capable of diagnosing complex transaction issues, coordinating cross-functional teams, and delivering

Qualifications

• Minimum 7–10 years of relevant fintech/payment operations experience.
• Proven experience managing operational teams and escalations.
• Strong practical knowledge of payment processing, merchant acquiring, QR payments, transaction routing, refunds, settlement, and reconciliation.
• Fluency in spoken and written English and Mandarin is mandatory for regional discussions with merchants and partners.
• Experience with cross-border payment networks, acquiring banks, payment gateways, API integrations, JSON, webhooks, and payment administration platforms is preferred.

Responsibilities

• Lead and oversee daily Customer Operations activities across customer support, merchant acquiring, and partner operations in Kuala Lumpur.
• Act as the operational deputy to the Director of Customer Operations, ensuring continuity in the Director’s absence.
• Manage team performance, workload distribution, service quality, staff development, and accountability.
• Establish clear performance expectations, coaching frameworks, and escalation protocols to strengthen team capabilities.
• Drive a culture of ownership, proactive problem‑solving, and continuous improvement.
• Oversee onboarding, payment acceptance setup, account maintenance, transaction support, and operational servicing for customers/merchants/partners.
• Serve as first-level escalation owner for complex issues and coordinate cross-functional resolution.

Skills

Fintech experience

Payment operations

Merchant acquiring

Payment processing

Banking operations

Operational leadership

Stakeholder management

Technical troubleshooting

Cross-functional collaboration

English & Mandarin fluency

Education

Bachelor’s degree or diploma in Business, Finance, Information Technology, or related field

Tools

HubSpot

Job description

Liquid Group is expanding its Kuala Lumpur Customer Operations to deliver seamless support for customers, merchants, and partners across our regional payment network. This senior role leads day-to-day operations, advocates for process improvements, and ensures robust governance and performance outcomes.

The ideal candidate combines hands-on leadership with strong payment operations expertise, capable of diagnosing complex transaction issues, coordinating cross-functional teams, and delivering