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Support and Customer SuccessFull role brief
Regional Support Lead (Asia)
Create reliable Asia support coverage for MakePay merchants.
This role leads day-to-day support quality, coverage, escalation handling, and local support practices for MakePay merchants across Asia. You will make sure regional customers get timely help while the wider team receives structured signal from support interactions.
Why this role matters
- Improve response consistency, escalation quality, and customer confidence across Asia support channels.
- Build localized support habits for merchants operating in Hong Kong, Singapore, and surrounding markets.
- Reduce unresolved cases by coaching support teammates and tightening technical handoffs.
What you will own
- Lead regional queue coverage, case triage, escalation review, and support quality checks.
- Create localized macros, troubleshooting notes, and handoff practices for common Asia merchant issues.
- Coach support specialists on tone, accuracy, documentation, and when to escalate technical or sensitive cases.
What you bring
- Support lead, senior support, customer operations, or technical support experience in SaaS, fintech, payments, ecommerce, or crypto.
- Experience managing queues, SLAs, escalations, quality reviews, and support documentation.
- Strong written communication and coaching skills across English and regional customer contexts.
Nice to have
- Mandarin, Cantonese, or another regional language in addition to English.
- Experience with payment gateways, checkout systems, wallets, stablecoins, or merchant operations.
- Hands-on familiarity with tools such as Zendesk, Intercom, HubSpot, status pages, analytics, or logging dashboards.
First 90 days
- Establish a baseline for Asia support volume, response quality, escalation age, and repeated issue themes.
- Publish a regional escalation map that clarifies support, success, technical support, and engineering ownership.
- Coach the first support rhythm for case review, macro improvement, and cross-time-zone handoff quality.
How we work
Clear ownership, close product feedback, and direct merchant impact.
You will work from Hong Kong with Asia customer success, Dubai support leadership, technical support, and product operations.