Customer Service Manager

About RedotPay

RedotPay is a global crypto payment fintech company headquartered in Hong Kong, focused on integrating blockchain solutions with traditional financial systems. Our user-friendly platform empowers millions worldwide to spend and send crypto assets seamlessly, promoting faster, more accessible, and inclusive financial services. We are dedicated to advancing financial inclusion for the unbanked and supporting crypto enthusiasts by driving the adoption of secure, flexible crypto-powered solutions. Join our dynamic team to shape the future of finance and contribute to meaningful global impact.

Key Responsibilities

Customer Service Delivery & Operations Management

• Lead global customer service delivery and ensure smooth business operations. Drive continuous optimization across product, technology, operations, and business teams through refined service management to improve support efficiency and customer experience.

Team Building & Talent Development

• Build and foster a cohesive, high-performing global customer service team. Strengthen team culture and engagement, and establish a structured talent training and development system to create a strong and sustainable talent pipeline.

Business Value Contribution

• Analyze customer feedback and operational issues to identify business pain points, provide insights for product and operations optimization, and support business growth through data-driven improvements.

Risk Management

• Identify and assess potential risks in daily operations, develop and implement effective mitigation measures, and ensure service compliance and stability.

Multi-Language Service Channel Development

• Lead the setup and continuous improvement of multi-language support channels, focusing on key service metrics such as cost, efficiency, and customer experience to drive operational excellence.

Qualifications

• Language: English is required as the main working language.


• Experience: Over 5 years of customer service operations management experience in large-scale call centers.


• Experience managing teams of 300+ members is a strong advantage.


• Deep understanding of customer service operations, complaint handling, and customer experience management.


• Strong business acumen, operational insight, and innovative thinking.


• Proven ability to drive service improvement and operational excellence across functions.


• High sense of ownership, adaptability, and enthusiasm to thrive in a fast-paced, startup-style environment.

Preferred

• Experience in blockchain, crypto, or financial services operations is highly preferred.