APAC Head of Customer Success & Operations

Tribe Payments; Singapore; Híbrido; SGD 180.000 - 280.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Learning Days

Flexible Benefits

Workation

Team Buildings

Birthday Day Off

Loyalty Program

Tribe Vibe

Descripción de la vacante

Tribe Payments is seeking a senior regional leader to own the post-sale customer experience across Asia Pacific, guiding customer success, onboarding, operational delivery and service management to ensure smooth launches and long-term growth.

Reporting to the General Manager APAC and collaborating with global teams, you will design a scalable APAC operating model, build the local team, manage escalations, governance, and ensure high-touch relationships with banks, fintechs and merchants.

Formación

• Extensive senior experience (typically 15+ years) in payments, fintech, banking or financial services, including leadership in customer success, operations, implementation or service management.
• Proven track record of managing senior customer relationships and delivering complex payment programmes.
• Hands-on experience running customer onboarding, service delivery, operational governance and complex escalations.

Responsabilidades

• Own senior relationships with Tribe's APAC customers, acting as their key point of contact from onboarding through live service and long‑term growth.
• Drive retention and account growth by identifying opportunities to increase processing volumes and expand the use of Tribe's products and services within existing customers.
• Act as the senior escalation point for customers, coordinating with global teams to resolve operational, service and delivery issues quickly and transparently.
• Support customer onboarding and operational delivery, coordinating Product, Technology, Operations, Risk, Compliance and other global functions to ensure successful, on-time launches.
• Partner with Sales & Solutions and Technical Implementation to ensure a seamless handover and a joined-up customer experience from signed agreement to live processing.
• Work with the GM to design and build the processes, infrastructure and capabilities needed to scale Tribe's APAC business efficiently.
• Establish and manage regional service standards, governance, SLAs and KPIs, and report on operational and customer performance.
• Apply deep knowledge of APAC payment schemes, regulatory environments and market practices so that customers receive relevant, locally informed support.
• Build and lead Tribe's APAC Customer Success and Operations team, hiring and developing strong local talent and creating a future leadership pipeline.

Descripción del empleo

Tribe Payments is seeking a senior regional leader to own the post-sale customer experience across Asia Pacific, guiding customer success, onboarding, operational delivery and service management to ensure smooth launches and long-term growth.

Reporting to the General Manager APAC and collaborating with global teams, you will design a scalable APAC operating model, build the local team, manage escalations, governance, and ensure high-touch relationships with banks, fintechs and merchants.