Head of Customer Service

Head of Customer Service (Global)

Retu Management Consulting Limited - Kuala Lumpur, Malaysia

$42,000 - $60,000 a month

About Retu

RETU: An algorithm-native, multi-licensed financial services group. We take an AI-Native approach to retail derivatives trading and are now building our core Hong Kong compliance team.

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

How to Apply

Send your CV (English and Chinese) to our recruitment inbox. Please state your years of financial support management experience, the specific trading asset classes you have covered.

RETU is committed to creating a diverse and inclusive work environment and welcomes applications from all qualified candidates.

職位描述（繁體中文）

關於 Retu

Retu 是一家正在快速成長的AI驅動的國際持牌金融平台，持有多個司法管轄區牌照（FSA、CySEC、ASIC 等），以 AI-Native 的方式重塑零售衍生品交易體驗。我們正在香港組建精幹的核心合規團隊。

崗位概述

你將直接向首席運營官（COO）匯報。你全權負責集團全球客服體系的整體規劃與建設，將客服職能（CS）升級為驅動公司全球增長的客戶體驗（CX）核心能力。

職位名稱

全球客服負責人 Head of Customer Service (Global)

工作地點

吉隆坡（主要辦公地點）/ 香港 / 塞浦路斯 / 迪拜（全職，辦公室工作）

所屬團隊

Global Customer Operations & Experience（全球客戶營運與體驗）

匯報對象

Chief Operating Officer (COO)

主要職責

· 從零開始規劃、設計並建立集團全球客服組織，將服務網絡有序擴展至東南亞、東亞、南亞、中東、歐洲及拉丁美洲（LATAM）

· 推動 AI Customer Service、AI Agent、AI Copilot 及自動化工作流的落地，以技術和流程優化而非「堆砌人力」來成倍提升人均產出與自動化分流率

·深刻理解受監管金融業務的合規紅線，確保一線話術、結案函、知識庫條目均版本化、可追溯且經過審核，使客服流程完全符合各持牌實體法域的監管法規（包括投訴處理時限與記錄保存義務）

· 全面統籌全球排班與多語言服務體系，精細化管理客戶生命週期中的核心服務板塊：開戶與 KYC/AML 支持、出入金異常處置、交易與產品諮詢、風險事件溝通及高價值 VIP 客戶留存

· 建立完善的VoC體系，將一線反饋轉化為結構化數據，推動產品、交易、支付、風控團隊對核心痛點進行根因修復，形成體驗閉環

·負責全球客服團隊的招募與日常管理，作為 Hands-on Leader，既能指引戰略，亦能深入一線親自設計規範服務標準（SOP）、處理複雜棘手案件並主持跨部門協作

任職要求

必要條件：

· 8 年以上客戶服務管理經驗，具備管理跨國、多語言團隊的實際經歷

· 必須具備 CFD Broker、衍生品交易平台、Crypto Derivatives 平台或同類型受監管金融科技機構的從業經驗

· 擁有從零搭建客服組織、從無到有規範SOP與知識庫的成功案例，非單純的「守成型」管理者

· 熟練掌握 CRM、工單系統、AI 工具、自動化及數據看板設計，堅信並實踐「AI 原生」的工作方式

·流利英語和普通話（書面及口語）

加分條件（具備以下任一項均可）：

· 具備阿拉伯語、泰語、越南語、馬來語、西班牙語、葡萄牙語等任一小語種溝通能力者優先

· 對全球金融衍生品市場（FX/CFD/Options）及客戶資金隔離、適當性審查等合規邊界有極深理解

我們提供

· 全球客服體系的組織架構、技術選型、服務標準與團隊組成，均由你定義、交付與驗收

· 直接向首席運營官（COO）匯報，拒絕官僚主義，決策速度快

· 面對多法域、多市場、多時區的錯綜複雜形態，在真正的 AI 底層假設下開展工作

· 精幹精英團隊，決策鏈短，你的工作直接影響公司監管框架

· 具競爭力的薪酬及表現獎金，視乎經驗及背景而定

· 國際平台視野

申請方式

請將中英文履歷發送至招聘信箱。請在郵件中註明您的金融客服管理年資、曾覆蓋過的交易品種。

Retu 致力於打造多元包容的工作環境，歡迎所有符合資格的候選人申請。

Pay: $42,000.00 - $60,000.00 per month

Benefits:

• Maternity leave
• Medical Insurance
• Paid sick time
• Professional development

Education:

• Bachelor's Degree (Preferred)

Work Location: Hybrid remote in Hong Kong