Role Introduction
The Head of Customer Support leads Cathay’s global customer support operations, overseeing complaints, service recovery, customer correspondence and disruption support. In this role, you are responsible for driving service transformation through process improvement, technology and AI, while leveraging customer insights to enhance experience, operational efficiency and loyalty across a global support network.
Key Responsibilities
- Develop and execute the Customer Support strategy to position service recovery, complaint resolution and customer advocacy as key differentiators that strengthen customer loyalty, trust and brand reputation.
- Lead the global Customer Support function across multiple locations and partner operations, ensuring consistent delivery of customer, operational, quality, regulatory, productivity and cost objectives.
- Own the end-to-end customer support operation, including complaints management, post-flight services, baggage claims, disruption support, service recovery, social media support and post-incident customer care.
- Transform and optimise the Customer Support operating model through process redesign, LEAN methodologies, workflow improvements and performance management to enhance customer and employee experience.
- Establish governance, policies, service standards and performance frameworks that ensure consistent, customer-centric and compliant service delivery across the global network.
- Define and lead the Customer Support technology and digital roadmap, driving the adoption of automation, AI, analytics and digital solutions to improve customer outcomes, operational efficiency and team productivity.
- Act as business owner for Customer Support platforms and capabilities, partnering with Digital, IT, Data and Customer Experience teams to deliver scalable and fit-for-purpose solutions.
- Lead Cathay’s customer recovery and advocacy strategy, evolving the function from reactive case handling to a proactive, insight-driven capability that anticipates customer needs and improves retention.
- Oversee Customer Social Media Support and brand protection activities, leveraging social listening and sentiment analysis to identify emerging issues, manage escalations and protect customer trust.
- Serve as the voice of the customer, translating customer feedback, complaint trends and service insights into actionable recommendations that drive enterprise-wide improvements and root-cause resolution.
- Lead Customer Support responses during major disruptions, crises and customer-impacting events, ensuring coordinated, compassionate and effective customer care through robust governance and readiness planning.
- Build and develop a high-performing global team, fostering leadership capability, customer-centricity, digital and AI adoption, continuous improvement and effective change management while ensuring compliance, risk management and operational resilience.
Requirements
- Minimum 8 years’ experience in customer relations, customer service, service recovery, operations, transformation or a related service environment.
- Proven experience leading complex and geographically dispersed teams.
- Strong understanding of customer complaints handling, service recovery, customer rights, data privacy and regulatory compliance.
- Demonstrated experience in driving operational transformation, process improvement, productivity enhancement or operating model redesign.
- Experience in technology-enabled service transformation, including CRM, case management, workflow tools, knowledge management, automation, AI or analytics platforms.
- Strong customer mindset with the ability to balance customer fairness, operational practicality, commercial judgement and brand considerations.
- Excellent leadership, stakeholder management, influencing and communication skills.
- Strong analytical capability with the ability to convert customer data, complaint trends and operational performance into actionable business insights.
- Strong project, change and implementation management skills.
- Excellent written and spoken English.
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
