Head of Customer Service

### Role Overview We are looking for a driven and people-oriented Head of Customer Service & Support to establish and lead our customer-facing function from the ground up. This is a founding leadership role — you will define the standards, systems, and team that represent our company to clients, users, and partners across Singapore, the US, and Dubai. You will be responsible for the full spectrum of client and user support: from onboarding and day-to-day enquiries, to issue resolution and relationship management across multiple markets. ### Key Responsibilities - **Client & Guest Relations**: Serve as the primary point of contact for clients and users, handling enquiries, feedback, and escalations with professionalism and care. Oversee the full client and user journey, ensuring a consistent experience across all touchpoints and geographies. - **Team Building & Leadership**: Recruit, onboard, and develop a high-performing customer service team. Define team roles, responsibilities, and workflows, and foster a culture of accountability and continuous improvement. - **Systems & Process Development**: Establish and document customer service SOPs, escalation frameworks, and response guidelines. Implement CRM or helpdesk tools and analyze service data to drive process improvements. - **Cross-Functional Collaboration**: Work closely with technology, operations, and business development teams to ensure accurate, on-brand client communications and provide client sentiment insights. ### Requirements - **Experience**: Minimum 5 years in customer service, client relations, or account management, with at least 2 years in a leadership capacity. - **Domain Expertise**: Background in blockchain, fintech, or technology-driven environments is strongly preferred. - **Technical Skills**: Hands-on experience with CRM platforms (e.g., HubSpot, Zendesk, Freshdesk) and AI-powered productivity tools. - **Soft Skills**: Excellent communication skills, ability to engage with C-suite clients, and a solution-oriented approach under pressure. - **Attributes**: Highly organized, detail-oriented, self-starter, and comfortable working in a fast-paced environment across different time zones.