Customer Support Manager

1 week ago

Full-time

Description:
We are seeking a strategic and results-oriented Customer support manager to lead our customer support team. This role will be instrumental in shaping our customer experience and driving customer loyalty. The ideal candidate will be a seasoned leader with a deep understanding of the fintech industry and a passion for delivering exceptional customer service.

As the Customer support manager , you will be responsible for overseeing all aspects of customer support operations, including strategy development, team management, performance metrics, and process optimization. You will work closely with senior management, the product team, development team, and the customer support team lead to ensure seamless customer experiences and achieve business objectives.

Key Responsibilities:

Strategic Leadership: Develop and implement a long-term vision for customer support, aligning with the company’s overall business objectives.
Team Collaboration: Collaborate closely with the customer support team lead to ensure smooth day-to-day operations and optimize team performance.
Cross-Functional Partnerships: Work closely with the product, development, and other relevant teams to ensure seamless customer experiences.
Performance Management: Set and monitor key performance indicators (KPIs) to measure the effectiveness of customer support operations.
Data-Driven Insights: Analyze customer support data to identify trends, opportunities for improvement, and areas of risk.
Process Optimization: Continuously evaluate and optimize customer support processes to improve efficiency and customer satisfaction.
Customer Advocacy: Champion the customer voice within the organization, ensuring their needs and feedback are prioritized.

Required Skills and Experience:

Proven track record in leadership roles, preferably in a fast-paced, high-growth fintech environment.
Strong understanding of customer service principles, techniques, and best practices.
Excellent communication and interpersonal skills, with the ability to influence and collaborate with diverse teams.
Strong analytical skills and data-driven decision-making abilities.
Experience with customer support software and tools.
A passion for solving customer problems and delivering exceptional service.
The ability to thrive in a fast-paced, high-pressure environment.
A proactive and results-oriented approach to work.

What We Offer:

Competitive salary.
Opportunities for professional development and advancement.
Supportive and collaborative work environment.
A dynamic and international work environment in Chiang Mai and Bangkok
A culture that emphasizes professional growth, learning, and Danish values
25 paid days off per year
6 days personal leave
Paid maternity leave
Free lunch at the office
Social Security
Friday games
Awesome monthly social events
Game stations with table tennis, basketball, table football, and PlayStation
And most importantly, kind and awesome teammates

Working conditions

Working hours:
13:00-21:00 / 14:00-22:00 (Local Thai time)

Your new workplace:

We are a “humans first, resources after” company: We care about building relationships with our team members and strengthening partnerships with our clients based on trust. Putting humans first doesn’t mean we don’t care about results and performance – we do – just not at the expense of people.
We lead with “Frihed under Ansvar”: which means “With great freedom comes great responsibility”. Like a scale – the amount of freedom and responsibility must be equally balanced. Our leadership philosophy is true to our Scandinavian roots.
We play as a dream team: Just like a professional soccer team, each of our teammates has a very important role in our team’s success. We will all work together to foster a good environment so our teammates can play their best with one another and get the opportunity to become the stars of tomorrow.
Challenging the status quo is in our DNA: With our partners in mind, we are motivated by the hunger to improve and innovate to forge the foundations for long-term success. We will seek out the best team members who will bring fresh perspectives and ideas, and challenge us to do better.

Apply Here:

https://azendo.peopleforce.io/careers/v/96445-customer-support-manager