We are looking for a motivated and experienced Customer Support Senior Manager to lead our customer support department. The Customer Support Senior Manager will be responsible for driving superior customer support to business partners and internal stakeholders through policies, procedures, and setting of goals. The person is required to have up-to-date knowledge on industry products and trends, and train staff accordingly.
The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.
Job Responsibilities:
- Managing the customer support department’s day-to-day functions.
- Responding to escalated customer support issues.
- Implementing customer support processes to enhance customer satisfaction.
- Formulating and revising customer support policies and promote their implementation.
- Informing the team of all new information related to products/services, procedures, and trends.
- Assessing support statistics and preparing detailed reports on the findings.
- Interviewing, hiring and training new employees.
- Overseeing and evaluating the team's ongoing training efforts.
- Delivering performance evaluations and following the disciplinary process according to company policy.
- Managing the budget of the customer support department.
- Develop policies & procedures complying with regulatory requirements.
Job Requirements:
- Diploma or Bachelor's degree in any field.
- Proven experience as a customer support specialist, preferably from financial services or fintech sector which dealt with voluminous transactions
- Proven experience of managing a team of more than 30 headcounts
- Thorough knowledge of legislation pertaining to consumer protection.
- Prior experience in a managerial or supervisory role with management obligations (including statutory obligations and reporting) will be advantageous
- Top-notch oral, written, and interpersonal abilities.
- Well-developed arbitration skills with the ability to remain impartial.
- Affinity for multitasking with precision.
- Capacity to accept and utilize constructive criticism.
- Alignment with our company's values.