Senior Manager, Customer Service

Key Responsibilities

• Overseas customer service day-to-day operations and responsible for service delivery metrics.
• To develop strategic CS workflow, business standards, management system, and incentive policies of customer service operations to improve operational capacity.
• Continuously improve the level of service, focus on customer feedback and solution processes, while complementing customer journey on our platform.
• Develop and drive capability and operational excellence and monitor team efficiency and effectiveness.
• Collaborate with cross-functional stakeholders to ideate multi-faceted solutions that could include product enhancement, operational process improvement, etc.
• Identify and resolve process bottlenecks and inefficiencies through digital/innovative solutions.
• Ensure compliance with regulatory requirements and operational procedures.

Qualification & Requirements

What We Look For In You

• Bachelor’s degree or relevant experience of at least 5 years of customer service operations & shared service background is a plus.
• Fluency (Verbal & Written) in English & Mandarin (as to liaise with Mandarin speaker members)
• Experience leading large (>100 members) and diverse teams.
• Strong planning and interpersonal skills as well as data-driven and detail-oriented personality.
• Ability to work in a cross-functional environment and to lead complex operational initiatives.
• Strong analytical skill paired with the ability to delegate tasks effectively, in achieving common goals. Ready to provide hands-on assistance to the team when needed.
• Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
• Proven experience and knowledge in effective hiring, training, coaching, and people management practices

Nice to Have

• MBA or experience in setting/scaling up operations teams in new geolocations.
• Familiarity with cryptocurrency and/or finance-technology industry.
• Familiarity with the ISO standards relevant to our industry, leading or significantly contributing to developing and implementing the necessary policies and procedures.
• COPC, Six Sigma or other form of certification related to operations excellence.
• Experience and flexibility working with diversified teams across global offices and time zones.

Benefits

• Annual Leaves
• Meal Allowance
• Yearly Performance Bonus
• Monthly Teambuilding
• Training & Wellness Subsidy
• Insurance Coverage for Employees & Dependants