Customer Service Manager (Fintech)

Job Responsibilities

• Lead and manage daily remote Customer Service (CS) operations, including team scheduling, task allocation, and service coverage.
• Supervise CS team performance, provide coaching, and ensure service quality and KPI targets are achieved.
• Manage customer and client inquiries, complaints, payment-related issues, and operational escalations.
• Monitor customer service performance, response times, resolution efficiency, and customer satisfaction.
• Coordinate with Product, Technology, Finance, and Operations teams to resolve issues and improve service delivery.
• Develop and improve CS SOPs, workflows, and operational processes.
• Manage client relationships and provide timely support for operational matters.
• Prepare regular CS performance reports and support other ad hoc tasks assigned by management.

Requirements

Must Have

• Willing to work on shifts, including weekends and public holidays when required.
• Able to work fully on-site in Bukit Bintang, Kuala Lumpur.
• Proven experience in Customer Success, Account Management, Client Management, Customer Service, Operations, or a related field.
• Proven experience in remote customer service management, including managing online CS teams or digital customer support operations.
• Experience in team leadership, task allocation, performance monitoring, and coaching.
• Strong communication, problem-solving, and customer handling skills.
• Experience handling customer complaints, escalations, and operational issues.
• Strong sense of responsibility, patience, and ownership.

Good to Have

• Experience in FinTech, payment gateway, cryptocurrency, Forex, or other financial services.
• Experience managing CS teams in a shift-based or 24/7 customer service environment.
• Familiarity with payment operations, transaction flows, and payment-related issues.
• Experience with CS systems, ticketing platforms, CRM, and KPI reporting.
• Proficiency in Mandarin and English would be an advantage.