Responsibilities:

  • Maintain and improve Customer Services operations for our customer service and partners by monitoring system and team performance; identifying and resolving problems; preparing and competing action plans; completing system audits and analyses; managing system and process improvement
  • Implement and help improve procedures for ongoing support to Customer Service
  • Coordinate with other teams to improve communication, procedures and efficiencies between teams and customer experiences
  • Identify, prioritize and resolve operational issues
  • Implement tools for the regular tracking, review and reporting of performance of teams in delivering KPIs and targets
  • Share relevant data and information with internal and external partners to ensure a high level of communication and feedback to optimize performance
  • Recruit, develop, manage, retain, lead staff to ensure adherence to all targets and KPIs and SLAs
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Manage the development and implementation of operational strategies for customer service management
  • Ensure proper notification/ escalation of service activities are followed to ensure smooth operation
  • Perform any additional tasks in relation to customer service

About you:

  • Bachelor’s degree in any related fields
  • Good command of English and Thai skills
  • At least 5 years of management experience in a contact center environment including SLA management
  • Customer centric mindset; focusing on providing a positive customer experience
  • Forward-compatible mindset, with the desire to leverage technology to improve operational tools and systems
  • A proven track record delivering results and driving your own projects
  • Flexible and adaptable to meet the evolving needs of a rapidly growing company
  • Passionate to do whatever it takes to solve complex problems and build scalable processes
  • Ability to prioritize and manage multiple responsibilities
  • Excited about continuous learning and personal growth
  • Critical thinking, problem solving, and research skills
  • Detail & efficiency oriented

Nice to have:

  • Experience in any of the following industries: Banking, Online Payments, Cryptocurrency, Exchanges, Trading, or Market
  • Years of experience in Operation or Customer support position
  • Work experience in a high growth startup or tech company
  • General understanding of KYC/AMLO requirements