Customer Support Manager

Role Overview:

We are seeking a Customer Support Manager to oversee complaint handling, customer communications, and conduct monitoring. The role ensures fair customer treatment and transparent communication practices, supporting consumer protection expectations under Markets in Crypto-Assets Regulation and the supervisory mandate of Autoriteit Financiële Markten.

Key Responsibilities:

• Oversee customer complaint handling and ensure timely resolution
• Monitor conduct risk and customer treatment practices
• Maintain transparent customer communication standards across support channels
• Establish complaints reporting and escalation procedures
• Track complaint trends and provide conduct reporting to management
• Ensure customer support processes align with regulatory expectations under Markets in Crypto-Assets Regulation

Requirements:

• Min 8 years of experience in customer operations, complaints management, or conduct risk within financial services, fintech, or digital assets
• Background in payments, fintech, or digital asset / crypto industry
• Strong understanding of customer protection, complaint handling frameworks, and conduct governance
• Experience building or managing customer support processes and reporting
• Familiarity with regulatory expectations from Autoriteit Financiële Markten is a plus
• Strong stakeholder management and communication skills

Vision & Mission:

• OSL is the first SFC-licensed digital asset platform in Hong Kong and a PayFi innovator. Through stablecoin payments, cross-border settlement and global licensing, we are building the next-generation payments network. Stablecoins have become everyday money across emerging markets and are widely viewed as blockchain’s “killer app,” with industry focus shifting from token issuance to real-world consumer and enterprise payment adoption. The strongest growth lies in cross-border B2B payments, where providers embedding stablecoins into corporate settlement flows can capture significant volume and float. Long-term defensibility comes from regulatory licences, banking partners and cross-border corridors.
• OSL holds or has acquired licences in Hong Kong, Japan, Australia, Bermuda and Indonesia, and is expanding into Europe, Brazil, Southeast Asia and Africa through acquisitions and licence applications. With OSL Pay and StableX, we embed stablecoin settlement into bank accounts and card networks, support 150+ digital assets, and provide 24/7 fiat–stablecoin conversion. As a regulated pioneer with a startup mindset, we believe the future of payments will be driven by real adoption and scalable deployment, not technology narratives. We welcome builders who are passionate about crypto and payments to join us in shaping compliant, global payment infrastructure.