Head of CS

Confidential • kuala lumpur, kuala lumpur • Posted June 13, 2026

About the Role

  • Lead the Customer Service team (frontline + Support) to ensure smooth and efficient daily operations
  • Drive weekly VOC analysis and data review (including review ratings, negative feedback, App Store & Google Play scores) to create targeted improvement plans
  • Develop and continuously optimize CS SOPs, knowledge base, and AI Bot to improve deflection rate and FCR
  • Manage major incident response and coordinate with cross-functional teams (Product, Tech, Risk, Operations) for rapid resolution
  • Monitor key KPIs (answer rate, resolution rate, CSAT, ticket handling time) and continuously improve customer satisfaction
  • Lead process optimization and product feedback for complex scenarios including refunds, Chargeback, unknown charges, KYC, and risk control appeals
  • Handle team development, performance management, and organizational optimization to support rapid business growth
  • Prepare weekly and monthly reports for management ...