Customer Support Team Leader Candidate

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.

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

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)

Benefits

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