Job Description

What You’ll Be Doing:

• Overseeing Customer Service operations, including monitoring and reporting metrics such as productivity, response speed, and any metric that affects the service quality.
• Ensure good quality of services and strict adherence to processes.
• Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service
• Participate in recruitment activities (screening, interviewing)
• Act as a backup of Manager/Head of CS Ops, if needed
• Day to day responsibilities include:
  • Provide performance monitoring of KPIs, identify trends and issues in Service quality
  • Conduct weekly, monthly, and quarterly performance reviews
  • Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training.
  • Conduct process update/improvement projects and workshops
  • Timely communicate business updates, policy changes, and any relevant information to stakeholders

What We Look For In You:

• Full-time bachelor's degree or above, with more than 5 years of experience in managing customer service teams. Experience in managing multinational teams is preferred.
• Experience leading a team of minimum 8 diverse team members
• Strong planning and interpersonal skills as well as process-driven and detail-oriented personality
• Strong analytical and communication skills and a hands-on mentality
• Ability to work in a cross-functional environment and to lead complex operational initiatives
• Fluency (Verbal & Written) in English is required – Any other foreign languages a plus
• 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 Haves:

• Experience working with teams across global offices and time zones.
• Flexible in working in shifts when required.