Head of Client Experience (API Integrations)

About Us

At M-DAQ Global, we're building a World without Currency Borders™.

As a pioneering fintech group specialising in foreign exchange (FX) and payment solutions, we power seamless cross-border transactions for businesses around the world. Headquartered in Singapore, ASEAN remains a key focus of our growth strategy as we continue expanding our presence across regional and international markets. Through our proprietary technology and single API integration, we deliver FX clarity, payment certainty, and global payment mobility that help enterprises and SMEs navigate cross-border trade with confidence.

Today, M-DAQ has a strong presence across Singapore, Indonesia, Malaysia, China, Hong Kong, Japan, the United Kingdom, and beyond. More than 300 employees across our regional offices support businesses in over 45 markets globally, facilitating multi-billion-dollar cross-border transactions annually.

We provide a comprehensive suite of FX, collections, and payment solutions, enhanced by AI-driven onboarding, compliance, and advanced risk management capabilities designed to help businesses operate more efficiently across increasingly complex cross-border environments.

At M-DAQ, we foster a collaborative and people-oriented culture where employees are encouraged to contribute ideas, take ownership, and grow together. Alongside a flexible hybrid work environment, employees can also look forward to team celebrations, wellness initiatives, and regional gatherings that bring colleagues together across markets.

Our employee experience and growth have also been recognised through industry and workplace accolades, including:

• The Financial Times High-Growth Companies Asia-Pacific 2026
• The Straits Times Singapore's Fastest Growing Companies 2026
• Tech in Asia Singapore's Top Fintech Companies 2026
• Employee Experience Awards - Best Hybrid Work Model

For more information, please visit: www.m-daq.com.

About the Role

As Head of Client Experience (Institutions and Large Businesses), you will be responsible for overseeing all aspects of client experience/customer success at M-DAQ. This includes engaging with the client and coordinating with internal stakeholders (e.g. Operations, Markets, Product, Compliance and Legal) on the implementation of our API FX and payment solutions with the client, and resolution of usage issues.

This role requires strong customer-centric mentality to deliver a satisfactory experience to clients, and stakeholder management skills to consult with relevant subject-matter experts to collectively identify and deliberate on customer-related requirements.

You will be reporting to the Chief of Staff.

Key Responsibilities

• Lead and manage team including performance, training and process improvement.
• Own and optimize the end-to-end client experience journey (onboarding, transaction, support, and retention).
• Collaborate with the Sales team to provide support for clients usage of our platform.
• Resolve account issuance and transaction-related issues pertaining to both payments and collections efficiently.
• Collaborate with the Transaction Monitoring team to collect necessary supporting documentation from clients for underlying transactions.
• Coordinate with the Operations team to facilitate and support the refund process for rejected payments and collections.
• Liaise with the Engineering team to support the technical integration of clients onto the platform.
• Identify, report, and track any system-related issues affecting clients to ensure prompt resolution.
• Manage system static data configurations, including markups, fees, and other relevant parameters.
• Proactively identify and resolve issues impacting the overall client experience.
• Escalate critical client issues or systemic problems to senior management when necessary, ensuring timely and effective resolution.

Job Requirements

• Bachelor's degree in a relevant field (e.g., business, engineering, or related disciplines).
• At least 6 years experience in customer support, customer success, API integration, project implementation or related roles, preferably in fintech, payments or B2B environments.
• Native proficiency in both English and Mandarin (to liase with Mandarin-speaking clients)
• Detail-oriented with strong organizational and multitasking abilities.
• Strong understanding of APIs solutions for payments or FX is strongly prefered.
• Highly responsible with a strong sense of ownership in assigned tasks.
• Excellent communication and stakeholders management skills.
• Attention to detail, analytical mindset, and problem-solving capabilities.

Why Us

• Be part of a mission to create a World without Currency Borders™
• Work alongside collaborative and diverse regional teams
• Gain exposure to cross-border payments, FX solutions, and global fintech innovation
• Opportunities to learn, grow, and take ownership in a fast-growing company
• Flexible hybrid work environment with a people-oriented culture
• Competitive remuneration package and employee benefits