About the Opportunity:
We are looking for a Customer Support Operations Assistant Lead to support and enhance the overnight operations of our customer service function. In this role, you will not directly manage a team but will play a vital part in identifying operational weaknesses and proposing clear, actionable improvements. You will oversee support workflows, manage escalated issues, and collaborate with internal teams to continuously improve service quality. This role is ideal for someone who thrives in a fast-paced fintech environment and is passionate about optimizing customer support through structure, insight, and cross-functional teamwork.
Responsibilities:
• 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.
Nice to Haves:
• Experience in payment processing, chargeback handling, or risk management.
• Familiarity with CS automation tools, CRM systems, and AI-driven support solutions.
We prioritize employee well-being through a comprehensive benefits package:
● Health & Wellness Benefits: Comprehensive health insurance, annual check-ups and onsite wellness initiatives.
● Flexible Work Arrangements (Role-Dependent): We support flexibility while ensuring effective team collaboration.
● Growth Opportunities: Career advancement opportunities in a rapidly expanding industry with international exposure.
● Comprehensive Leave Benefits: Enjoy paid volunteer time, Christmas Day and birthday leave, on top of annual leave, paid sick leave, enhanced maternity/paternity leave.
● Employee Engagement: Enjoy weekly lunches, team-building activities, and a dynamic and collaborative work environment.
我們通過全面的福利計劃優先考慮員工福祉：
● 健康福祉：完善的團體健康保險、年度健康檢查，並提供職場健康活動，保障您的身心健康。
● 彈性工作安排(視職務而定)：彈性上班，同時確保團隊高效合作。
● 成長機會：在快速成長的產業中拓展國際實務經驗，幫助職涯成長。
● 完善的休假福利：除了優於法規的年度休假、帶薪病假、產假/陪產假外，還享有帶薪志工假、聖誕假及生日假，讓您兼顧工作與生活。
● 員工參與：每週兩次免費午餐、定期團隊建設活動，打造多元合作的工作環境。
