Support Services Director

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Touch 'n Go Group Full time
About the Role

We are seeking a seasoned professional to fill the position of Senior Customer Experience Leader. As a key member of our organization, you will be responsible for leading a team of customer support specialists who handle complex customer inquiries and deliver exceptional customer experiences.

Responsibilities:

  • Lead and manage a team of customer support specialists, providing guidance, coaching, and support to ensure team success.
  • Set performance expectations and goals, conduct regular performance evaluations, and provide feedback to drive individual and team performance improvement.
  • Serve as an escalation point for team members, assisting in resolving complex customer inquiries and ensuring timely resolutions.
  • Collaborate with other team leaders and departments to foster effective teamwork and communication.
  • Monitor team performance metrics and KPIs, analyze data, and implement strategies to improve team performance and customer satisfaction.

Requirements:

  • SPM or bachelor's degree in finance, business administration, or a related field.
  • Proven experience working in fintech, with in-depth knowledge of financial products, services, regulations, and compliance requirements.
  • Previous experience in a team leadership or supervisory role, preferably in customer support or escalation teams.
  • Strong understanding of fraud detection and prevention strategies within fintech.


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