Vice President Customer Service

Job Description: Vice President, Customer Service
Job Title: Vice President, Customer Service
Company: OSL Group
Department: Customer Service / Client Relations / Operations
Reporting to: Chief Executive Officer / Chief Operating Officer
Location: Hong Kong
Company Introduction
OSL Group is a Hong Kong-listed financial technology company specializing in digital asset trading, custody, stablecoin payments, and financial technology infrastructure.
The Group provides digital asset exchange services, over-the-counter (OTC) trading, institutional trading solutions, digital asset custody, and payment services to individual customers, professional investors, and financial institutions.
OSL Group focuses on secure financial technology, regulatory compliance, operational efficiency, and professional client services to support its business development in the global digital asset industry.
Position Overview
The Vice President, Customer Service will be responsible for overseeing customer service operations, client relationship management, service quality, and customer support strategies.
This position requires strong leadership, customer service management experience, and a solid understanding of financial services, digital asset trading, and fintech operations.
The successful candidate will work closely with senior management, operations, compliance, technology, business development, and account management teams to improve customer satisfaction, strengthen client relationships, and maintain efficient service operations.
Key Responsibilities
Customer Service Strategy and Management
Develop and implement customer service strategies aligned with the company's business objectives.
Oversee daily customer service operations and ensure consistent service quality.
Establish customer service standards, procedures, and operational guidelines.
Improve customer support processes to enhance efficiency and customer satisfaction.
Manage customer service resources, departmental budgets, and operational planning.
Client Relationship Management
Oversee customer relationship management for individual, professional, and institutional clients.
Develop strategies to improve customer retention, loyalty, and service experience.
Coordinate with account management and business development teams to address client requirements.
Handle escalated customer inquiries, complaints, and complex service issues.
Maintain professional relationships with key clients and relevant business partners.
Service Operations and Process Improvement
Monitor customer support activities across communication channels and service platforms.
Review customer feedback, service reports, and operational performance.
Identify opportunities to improve customer service procedures and internal workflows.
Work with technology and operations teams to enhance customer service systems.
Support the development of efficient and scalable customer support operations.
Compliance and Risk Management
Work with compliance, legal, and risk management teams to ensure customer service activities follow applicable regulations and company policies.
Maintain appropriate standards for customer information security, confidentiality, and data protection.
Coordinate with relevant departments on account verification, customer due diligence, and service-related compliance matters.
Ensure customer complaints and sensitive issues are handled professionally and appropriately.
Support internal control procedures and service risk management initiatives.
Team Leadership and Cross-Functional Collaboration
Lead and manage customer service managers, supervisors, and support teams.
Oversee recruitment, training, performance management, and professional development.
Establish clear departmental responsibilities, service expectations, and reporting procedures.
Collaborate with operations, technology, compliance, finance, and business development teams.
Provide regular operational reports and strategic recommendations to senior management.
Qualifications
Bachelor's degree in Business Administration, Finance, Management, Communications, or a related field; master's degree preferred.
Minimum 10 years of experience in customer service, client relationship management, operations, or related business functions.
At least 5 years of experience in a senior management or leadership position.
Experience in financial services, fintech, cryptocurrency exchanges, digital assets, banking, or institutional client services is strongly preferred.
Proven ability to manage customer service operations, lead teams, and improve service quality.
Strong understanding of customer relationship management, service operations, complaint resolution, and client retention strategies.
Familiarity with digital asset trading platforms, financial technology services, and customer compliance requirements.
Excellent leadership, communication, problem-solving, negotiation, and organizational management skills.
Strong analytical skills and experience with customer service systems, operational reporting, and process improvement.
Excellent written and verbal communication skills in English and Chinese; Mandarin proficiency is an advantage.
Ability to manage multiple priorities and collaborate effectively across departments in a fast-paced financial technology environment.

Skills
Process Improvement, Business Development, Account Management, Customer Support, Negotiation, Risk Management, Due Diligence

Experience
5+ yrs

Work arrangement
Yes