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Global Customer Service Manager

4 weeks ago

Hong Kong Island, Hong Kong SAR China RedotPay Full time

We are seeking a Global Customer Service Manager who is responsible for building and optimising a global customer support system to improve user experience, streamline customer service processes and establish an efficient service quality management system. This position requires candidates with experience in global customer service operations and the ability to support multi-time zone, multi-language and multi-channel customer service to ensure RedotPay users receive high quality support and experience.

Job Description:

  • Build and optimise RedotPay's global customer service system, ensuring that the customer service team can efficiently respond to user needs.
  • Develop and refine operational strategies for customer service across multiple time zones, languages, and channels (email, online support, phone, social media).
  • Design and implement user issue categorisation management to optimise customer service handling processes, improving response times and user satisfaction.
  • Establish and optimise customer service systems (CRM, ticketing systems, automated response solutions) to increase automation efficiency.
  • Establish user complaint management processes to properly handle sensitive issues such as transaction problems, fraud disputes and identity verification (KYC).
  • Monitor and analyse customer service data (ticket response times, user satisfaction, repeat issue rates, customer service efficiency) to optimise KPI performance management.
  • Promote the development of self-service systems (FAQs, Help Centre, Knowledge Base) to increase users' ability to resolve issues independently and reduce the volume of repeat tickets.
  • Work closely with product, technology, compliance and risk management teams to optimise the user experience and continuously improve customer service workflows.
  • Stay abreast of industry trends and explore innovative solutions such as automated customer service, chatbots and intelligent FAQ systems to improve operational efficiency.

Minimum Requirements:

  • At least 3 years of experience in global customer service management, preferably with experience in fintech, payments or cryptocurrency related industries.
  • Familiarity with global customer support systems capable of supporting multi-language, multi-time zone and multi-channel customer service operations.
  • Management experience with the ability to effectively train, motivate and manage an international customer service team.
  • Deep knowledge of customer service KPIs (response time, resolution rate, customer satisfaction, etc.) and optimisation strategies.
  • Preference will be given to candidates with experience of customer service systems (e.g. Intercom, Zendesk) and automated customer service tools.
  • Familiarity with user support processes related to payments, KYC/AML, risk control and transaction disputes, with a preference for candidates with cryptocurrency customer service experience.
  • Data analytics skills, able to optimise processes based on customer service data to improve operational efficiency.
  • Cross-cultural communication skills, able to communicate effectively with global teams, users and partners.
  • Fluent in English, with proficiency in other languages (e.g. French, Arabic, Spanish, Portuguese or other less common languages) preferred.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

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