Head of Customer Satisfaction

About us

An award-winning Fintech organization with a dedicated team of 600+ professionals across the globe. With more than 15 offices across the world, we are a people centric company which prides itself on being product oriented for customer success. As we continue the journey of scaling up our business, we are passionate about expanding our multicultural and diverse workforce.

We can offer excellent opportunities to develop your career path and provide you with the tools and support to be successful in your journey with us.

Zeal group of companies (collectively Zeal Group) is a business portfolio comprising regulated financial institutions (trading as ZFX) and fintech companies specializing in multi-asset liquidity solutions in regulated markets backed by proprietary technology, with a presence in all major global locations.

Responsibilities:

Strategy & Cross-Functional Leadership

• Develop and execute global Customer Satisfaction strategy aligned with hyper-growth business objectives.
• Drive company-wide cross-functional collaboration (Product & Tech, Sales and Growth Operations) to embed customer-centricity.
• Transform customer insights into actionable improvements across products, policies, and processes.

End-to-End Customer Experience Ownership

• Own end-to-end customer issue resolution, satisfaction enhancement, and user conversion/activation rates.
• Monitor and optimize core KPIs: CSAT, NPS, CES, resolution time, retention, and conversion rates.
• Proactively mitigate reputation risks in dynamic markets; manage high-stakes escalations.

Scalable Global Operations

• Establish globally standardized customer service workflows centered on user needs.
• Build, manage, and scale multilingual support teams through process standardization and automation.
• Optimize tools (CRM, AI), SLAs, and workflows to drive efficiency and support business scalability.
• Pioneer AI/automation solutions to enhance CX efficiency.

Compliance & Executive Reporting

• Ensure regulatory compliance in FinTech/Financial Services sectors.
• Report directly to CEO on customer health trends and ROI of CX initiative

• Bachelor degree or above in related discipline
• Proficient in both Mandarin and English is a must
• 10+ years in customer service leadership within the B2C sector, internet, FinTech, or financial services would be an advantage.
• Proven experience managing 60+ member teams in a hyper-growth environment.
• Strong executive presence with ability to influence C-suite and cross-functional leaders.
• Crisis management expertise in high-pressure, regulated contexts.
• Results-Oriented Ownership
• End-to-end ownership mentality: Accountable for problem-solving and goal delivery.
• Hands-on approach: Stays close to market, competitors, and frontline operations.
• Agility in Ambiguity
• Thrives in uncertainty: Rapid decision-making and execution.
• Adapts team structures dynamically to evolving business needs.
• Team Builder & Talent Developer
• Elevates talent density: Cultivates high-performance, cohesive teams.
• Strong executive presence: Influences C-suite and cross-functional stakeholders.
• Demonstrated success in improving CSAT/NPS metrics at scale.
• Adaptability to thrive in fast-paced, ambiguous scaling phases.

Core Values

• Customer Obsession: Relentlessly champions user needs.
• Bias for Action: Moves quickly to test, learn, and iterate.
• Crisis Resilience: Makes principled decisions in high-pressure scenarios.