Customer Operations Lead

Work Location: Central WorldJob DescriptionA customer Support Site Lead role is one-of-a-kind, as you will have dual responsibility as functional lead and Thailand CS site lead. A Customer Support Site Lead, in collaboration with company support functions, implements policies and procedures that continuously improve the utilization, quality and cost efficiency of the assigned group of CS teams.Functional Lead ResponsibilitiesAs the Regional Lead of CS Operations for Thailand, you’ll report directly to the Head of Consumer Customer Support and lead our regional consumer teams, while cooperating with our outsourcing teams, as well as the various CS support functions like Training, WFM, QA, and more.You’ll be meaningfully moving metrics including case resolution time, % first time resolution, cSAT/Customer Effort Score and our CS cost per transfer.You will work with our Support leadership and product counterparts to build a scalable model that aligns the product approach with considerations of location and language strategy, talent planning, hiring capacity, outsourcing opportunities, specialization and cost modeling while ensuring an impactful product quality feedback loop.OperationsEnsure that the region provides good customer experience and meet our KPIsIdentifies opportunities for regional performance improvement and ensure actionable and impactful plans via an effective planning processValidate forecast data, set headcount targets, review and set strategic goals for your group.People managementSupport CS Senior Team Leads engagement and motivationEnsure the Senior leads equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasksProvide effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for senior leads, approve compensation changes for senior leads/area leadsQualificationsYou have experience managing managers, and indirect reports in various different timezones/countries. Working with BPOs and outsourced teams is a plusYou are fluent in English (verbal and written)You’re tactical and data driven. You analyze and identify trends and blockers and take appropriate action. You have exceptional analytical skills and you’re comfortable working with large amounts of data. You’re good at presenting findings and have experience in establishing and tracking metricsYou’re passionate about leading people, building teams, and making a difference for people in your workYou’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures and time zonesYou’re strategic. You think strategically and translate strategy into operational plans and business resultsYou welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organizationYou understand operations. You have experience of working with operational teams (ideally in Fintech), and how to work with people and processes as well as products