Senior Manager, Customer Service

What You’ll Be Doing:

• 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.

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 & Perks:

• Annual Leaves


• Meal Allowance


• Yearly Performance Bonus


• Monthly Teambuilding


• Training & Wellness Subsidy


• Insurance Coverage for Employees & Dependants