Key Responsibilities:
- Develop and implement metrics, KPIs, policies, and procedures for onboarding, success, and support services.
- Coordinate with internal and external stakeholders (vendors, clients, regulators) to ensure smooth operations.
- Stay updated on regulatory/legal requirements, adapting processes to new policies.
- Propose, lead, and manage innovation projects to improve customer support.
- Analyze feedback, behavior, and trends to improve products and services.
- Plan employee shifts and forecast traffic in line with operational demands.
Candidate Requirements:
- Min.
10 years of total working experience. - 6+ years
in customer support, contact centre operations, customer success, or related roles, with 3
years
in leadership or managerial roles.
- Previous or recent exposure in
fintech, startup, preferably crypto, stock, or forex.
- Proficiency with Customer Support Ticketing Software.
- Strong troubleshooting ability for Quality of Service (QoS) issues.
- Excellent prioritisation, judgment, and follow-up skills.
- Strong communication, leadership, and analytical thinking.
- Problem-solving and customer-centric mindset.
- Willingness to work under a shift system.
- Business-level oral and written
English.