Customer Support Team Leader Candidate

Skills

About the Role

You will manage and improve inquiry response flows, create and maintain email and chat templates, plan and update FAQ and help pages, perform first-line triage and make escalation decisions, monitor support KPIs, and build and train the customer service team. Ensure accurate, consistent operations that meet financial service standards; final compliance decisions are handled by another department.

Requirements

• Management experience in a customer service department
• Practical experience in the financial industry (banking, securities, payments, funds transfer, etc.)
• Experience creating and proofreading customer correspondence
• Ability to accurately understand and operate business rules
• Understanding of AML
• Understanding of CFT
• Customer service experience in fintech (preferred)
• Knowledge base construction experience (preferred)
• Internal control and workflow design experience (preferred)
• Basic understanding of cryptocurrency and Web3 (preferred)

Responsibilities

• Manage and improve inquiry response workflows
• Create and maintain email and chat templates
• Plan and update FAQ and help pages
• Perform first-line triage and make escalation decisions
• Manage support KPIs
• Build and train the customer service team

Benefits

• Overtime pay fully provided
• Transportation expenses fully covered when commuting
• Salary increase system