About OSL Group
OSL Group (HK 00863) is Asia's leading digital asset platform and fintech pioneer. As the first SFC-licensed virtual asset platform in Hong Kong, OSL bridges traditional finance with the world of digital assets, providing institutional-grade custody, Over-The-Counter (OTC) trading, exchange execution, asset tokenization, and stablecoin payment infrastructure (OSL Pay / StableX). We are expanding our regional operational hubs and building high-performing teams passionate about shaping compliant, global financial infrastructure.
Key Responsibilities
Strategic Leadership & Regional Operations
- Drive CS Strategy: Formulate and execute the regional Customer Success roadmap aligned with OSL's growth targets across digital asset wealth, payments, and trading services, together with NPS along with its promotion mechanism
- Team Governance & Mentorship: Lead and mentor a team of Customer Success Specialists/Managers in Malaysia, establishing KPIs, SLAs, 7x24 shift management and performance frameworks.
- Client Engagement & Health: Establish account tiering, proactive health monitoring systems, and churn-prevention strategies for key institutional clients.
Client Onboarding & Portfolio Lifecycle Management
- End-to-End Lifecycle Operations: Lead the CS team in managing daily institutional client inquiries across KYC/KYB onboarding, deposits, withdrawals, and trading operations, setting up standardized SLAs to ensure exceptional service delivery.
- Client Advocacy & Complaint Management: Build and enhance structured CS frameworks to handle client escalations and complaints effectively, continuously elevating client satisfaction and managing expectations throughout the account lifecycle.
- Executive Escalations: Serve as the senior escalation point for high-priority client issues, working closely with Compliance, Operations, and Engineering teams to resolve complex queries.
Voice of the Customer (VoC) & Process Optimization
- Product Feedback Loop: Capture structured client feedback and translate insights into feature requests and product improvements for OSL's platform development teams.
- Operational Excellence: Optimize Customer Success Operations (CS Ops), playbooks, CRM tools, and support workflows to improve CSAT and response metrics.
- Cross-functional Collaboration: Partner closely with AML/KYC, Legal, and Risk teams to ensure smooth client interactions within strict regulatory and compliance guardrails.
Requirements & Qualifications
- 6 years of progressive experience in Customer Success, Key Account Management, or Client Operations, with at least 4+ years in a senior leadership or team lead capacity.
- Domain Expertise: Experience in Fintech, Payments, B2b financial services
- Deep Financial / Crypto Acumen: Familiarity with OTC trading, digital asset custody, API integrations, payment rails, or stablecoins.
- Commercial Mindset: Proven track record in driving client retention, adoption, Net Revenue Retention (NRR), NPS and reducing churn.
- Data & Tools Proficiency: Hands-on expertise with CRM platforms (Salesforce, Hubspot), Customer Success software (Gainsight, ChurnZero), and ticketing systems (Zendesk, Jira).
- Regulatory Awareness: Strong understanding of compliance culture (KYC/AML, regulatory standards) in licensed financial services.
- Regional Language Proficiency: Fluency in Mandarin and English is a strong advantage for regional client engagement who are based in HK and China counterparts
P/S: only shortlisted candidate will be contacted due to overwhelming applicants
