Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead customer support operations, coach advisors, manage staffing and training, and monitor performance against service targets. You will handle escalated cases, maintain quality assurance processes, audit documentation, collaborate on reporting and process improvements, and use data to improve customer satisfaction and retention.
Requirements
- At least 5 years of relevant operations experience, ideally in banking, fintech, customer success, or finance
- Customer service leadership experience with a record of achieving performance targets
- Communication, coaching, and interpersonal skills
- Data analysis and reporting experience
- Ability to manage multiple priorities in a fast-paced environment
- Familiarity with customer service software and tools
- Knowledge of quality assurance processes and performance management
- Chinese language proficiency
- Dedicated workspace
- Reliable high-speed internet connection
Responsibilities
- Supervise and mentor customer support advisors
- Conduct one-on-one calibration meetings and provide coaching
- Manage schedule changes and leave requests
- Recruit, hire, and onboard advisors with HR
- Develop and deliver advisor training programs
- Track training completion and conduct probationary reviews
- Establish and maintain the quality assurance program
- Evaluate customer interactions and address performance gaps
- Resolve escalated customer issues and manage complaints
- Oversee the supervisor queue for complex cases
- Audit contact drivers, tags, and shortcuts
- Perform four-eye checks on manually created customer documents
- Manage reporting processes with the Technical CS Specialist
- Collaborate on process improvements with Product Owners, Marketing, and departmental leads
- Use data insights to drive performance improvements
- Monitor KPIs and optimize support processes
Benefits
- 100% remote work from anywhere
- Flexible work schedule
- Flexible PTO plan
- Yearly learning and development budget