Global Head of Customer and Operations

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.

service quality, satisfaction (CSAT), and retention KPIs

, ensuring excellent customer experience at every touchpoint.

Operations Management

end-to-end business operations

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

operational efficiency

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

International & Cross-Functional Collaboration

country managers and cross-border teams

to align operations strategy with business goals.

Product and Technology

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

People & Performance Management

regional team of managers and specialists

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

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

and ensure teams consistently meet or exceed targets.

continuous learning and innovation

within the service and operations teams.

Talent Requirements

in

customer service, operations, or business management

, with at least 5 years in a

regional leadership role

scaling customer service and operations functions

in fintech, SaaS, or payments industries.

KPI management, process optimization, and customer journey mapping

English

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

fast-paced, high-growth environment