Head of Customer Experience
Role Overview
We are hiring for a Head of Customer Experience on behalf of a leading global crypto exchange. This senior leadership role is based in Kuala Lumpur and sits within the Global Client Service function. The successful candidate will be responsible for shaping and executing the customer experience strategy across multiple regions, ensuring operational excellence and high-quality service delivery.
This is a high-impact opportunity for a customer experience leader with strong cross-regional management experience and a passion for innovation in digital finance.
Key Responsibilities
- Lead and oversee global client service operations, ensuring consistent and exceptional customer support
- Design and implement customer experience strategies, policies, and KPIs
- Collaborate with internal teams including product, operations, and compliance to enhance service offerings
- Manage escalated issues and ensure timely, effective resolutions
- Drive the adoption of AI and automation tools to improve service efficiency
- Mentor and align regional service leaders with broader business goals
- Stay current on industry trends, customer service innovations, and regulatory changes
Qualifications
- 7+ years of experience in a senior customer service leadership role, ideally in a global crypto, fintech, or tech environment
- Proven track record managing multicultural, cross-regional teams
- Strong understanding of customer service operations, systems, and performance frameworks
- Excellent communication, stakeholder management, and problem-solving skills
- Data-driven mindset with a focus on continuous improvement
- Familiarity with AI technologies and automation tools is a strong advantage
- Bachelor's degree required; advanced degree or certifications are a plus
- Fluency in Chinese and English is essential
If you're a strategic and hands-on leader with a passion for delivering world-class customer experiences in a fast-paced, global environment - we'd love to hear from you.
Selby Jennings is a trading style of Phaidon International (License Number 16S8194).
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