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Global Head of Customer and Operations

Global Head of Customer and Operations

EPOSMalaysia
15 hours ago
Job description

About EPOS

Backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions) EPOS, part of its global merchant payment services Antom, is a leading Point-of-Sale (POS) digital solutions provider based in Singapore.

Supporting Ant International's mission to empower SMEs, EPOS will leverage Antom's digital capabilities as the organisation's central hub to serve regional small and medium sized businesses with integrated O2O solutions.

With a growing presence across Singapore, Malaysia and Vietnam, we're continuing to look for passionate individuals to join our diverse and driven teams. As we expand across Asia, to create meaningful, small yet powerful changes for businesses around the world together.

Role Summary

We are seeking a dynamic and experienced

Global Head of Customer and Operations

to lead our regional operations and customer service functions. This role will be based in Kuala Lumpur, Malaysia, and oversee cross-border teams to deliver

world-class service excellence, operational efficiency, and customer success

As the regional leader, you will be responsible for

strategy, execution, and continuous improvement

of customer operations, driving both service KPIs and scalable processes to support EPOS' international growth.

Key Responsibilities

Customer Service Leadership

  • Define and execute the

customer service strategy

across multiple countries.

  • Drive

    • service quality, satisfaction (CSAT), and retention KPIs

    , ensuring excellent customer experience at every touchpoint.

  • Lead customer support teams (inbound, outbound, and technical support), setting clear standards and performance frameworks.
  • Implement training and coaching programs to continuously improve service excellence.

    • Operations Management

  • Oversee

    • end-to-end business operations

    , including onboarding, deployment, order fulfilment, payment operations, and after-sales support.

  • Ensure

    • operational efficiency

    by standardizing processes, implementing automation, and building scalable systems across regions.

  • Partner with Finance, Product, and Sales teams to optimize processes such as billing, merchant onboarding, dispute resolution, and compliance.

    • International & Cross-Functional Collaboration

  • Collaborate with

    • country managers and cross-border teams

    to align operations strategy with business goals.

  • Work closely with

    • Product and Technology

    teams to ensure seamless integration of customer feedback into product development.

    People & Performance Management

  • Lead and mentor a

    • regional team of managers and specialists

    , fostering a culture of accountability and customer-first mindset.

  • Establish

    • clear KPIs (SLAs, CSAT, NPS, resolution time)

    and ensure teams consistently meet or exceed targets.

  • Drive a culture of

    • continuous learning and innovation

    within the service and operations teams.

    Talent Requirements

  • Bachelor's Degree in Business, Operations, or related field.
  • 8+ years of experience

    • in

    customer service, operations, or business management

    , with at least 5 years in a

    regional leadership role

  • Proven success in

    • scaling customer service and operations functions

    in fintech, SaaS, or payments industries.

  • Strong leadership, stakeholder management, and ability to inspire cross-border teams.
  • Data-driven, with expertise in

    • KPI management, process optimization, and customer journey mapping

  • Excellent communication skills in

    • English

    (Mandarin is a plus for cross-border collaboration).

  • Hands-on, adaptable, and thrives in a

    • fast-paced, high-growth environment

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