Customer Service Team Lead (Livechat & Email) - Fintech/Crypto Trading

Responsibilities:

• Support clients on all inquiries via live chat or email
• Ensure efficient and excellent customer service experience provided
• Be well equipped with the Company’s platform/product, including keeping abreast of general market conditions
• Diligently and effectively manage and follow up on inquiries/complaints of current/prospective clients
• Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management
• Ensure frontline operations are smooth, including flagging out any necessary discrepancy or situational risk to management on time
• Continuously seek improvement to enhance team’s performance and work efficiency, including overall work process
• Support leaders in supervising and managing manpower to ensure sufficient coverage for livechat operations, including email, as per business requirements
• Assist in overseeing team performance and ensure all members consistently achieve and maintain high KPIs
• Provide coaching and training to all members, including case sharing for error/incidents prevention
• Monitor team-specific challenges and situations, working proactively to meet team and BU OKRs
• Analyze performance data and prepare detailed reports providing analysis and solutions to problems
• Develop and execute hands-on continuous improvement for the team in terms of performance, manpower, and process enhancement
• Act as a bridge of communications across departments and internal divisions to ensure operations and project-collaborations are effective and results-driven
• Be operationally ready by handling livechat and email personally whenever necessary, including standby for emergency outtage

Requirements:

• Preferably customer service with experience handling external vendors, government agencies, or related regulatory/compliance relations
• Candidate possesses a bachelor’s degree in finance/economics/mathematics or any related field
• Min 5-7 years of customer service experience, with 2-3 years of supervisory or management responsibilities
• Ideally familiar with frontline operations (Livechat and Email) in fast-paced industries like financial institutions, fintech/banking/investment/call-center environments
• Someone with sharp acumen and keen eyes with numbers and statistics is ideal for this position
• Proficient in English & Thai in communication and writing to liaise with dedicated market counterparts
• Possess great passion to develop knowledge and a long-term career in fintech/crypto trading firms
• Team player, committed and self-driven, with the ability to respond positively to a client’s request for assistance
• Able to perform 5 days’ rotational shift work, including weekends and public holidays