Operational Oversight: Ensure the smooth execution of night shift CS operations, addressing escalations and ensuring timely resolution of customer issues.
Process & SOP Development: Identify inefficiencies, document best practices, and develop clear Standard Operating Procedures (SOPs) to streamline workflows.
Performance Monitoring & Reporting: Track key metrics (e.g., response time, resolution rate, customer satisfaction) and analyze data trends to drive improvements.
Cross-Functional Collaboration: Work closely with internal teams (e.g., Payment, Risk, Compliance) to resolve complex issues and improve overall service efficiency.
Training & Knowledge Sharing: Assist in conducting training sessions, breaking down processes into clear, actionable instructions to enhance team capabilities.

Minimum 2 years of experience in customer support operations, preferably in Fintech, Payments, or Financial Services.
Strong analytical and problem-solving skills with a data-driven approach to improving workflows and service quality.
Experience in developing SOPs and conducting training to improve operational efficiency and knowledge-sharing.
Excellent communication and collaboration skills, capable of influencing change without direct management responsibilities.
Fluent in English and Mandarin.

Customer Support Shift Lead, 早班Onsite/中班WFH

Key skills