Coda Payments sedang merekrut seorang
Senior Customer Support Manager
Loker ini dibuat lebih dari 2 bulan yang lalu
What we do
Founded in 2011, Coda Payments (“Coda”) is the leading provider of secure, cross-border monetisation solutions for digital products and services in more than 60 markets. Through our three services: Codashop, xShop, and Codapay, we help top digital content publishers worldwide such as Activision Blizzard (Call of Duty: Mobile, Diablo Immortal), Riot Games (VALORANT, League of Legends: Wild Rift), Moonton (Mobile Legends: Bang Bang), Garena (Free Fire), Tencent (PUBG Mobile), beIN, Bigo Live, Tinder, and Viu to monetise their content and unlock new revenue streams.
Headquartered in Singapore, Coda has 11+ offices and 35+ remote locations worldwide. To date, we have over 500 employees of 42 nationalities working together towards the same mission: to offer our customers the best value, experience and entertainment every day, without fail.
In 2022, we have also been named the 5th fastest growing fintech company in the APAC by the Financial Times, the 13th fastest growing company in Singapore by the Straits Times, and a Technology Pioneer by the World Economic Forum.
Working at Coda
Life at Coda is fast-paced, challenging, and fun. As a rapidly growing global company, we’re always looking to step up and adapt to changes quickly; there is never a dull day at Coda.
Nonetheless, we value work-life balance as much as you do. At Coda, remote and flexible working arrangements take centre stage for Codans to work smartly and have autonomy in how they work.
We make things happen in the most impactful and effective manner. We are looking for someone eager to initiate new ideas, hungry to contribute more, derives satisfaction from team wins rather than individual ones, and values integrity. If this sounds like you, you will fit perfectly into our Coda team!
A Senior Customer Support Manager supports the company’s customer support activities by directing and overseeing team members, resolving customer questions or complaints, and developing and growing the team with programs and procedures to enhance productivity and performance.
The Senior Customer Support Manager provides direction to the customer service team by providing direction to the manager , supervisors and agents to take our customer service levels to the next level.This role will report directly to the Customer Support Director and will be responsible for global operations
Responsiblities
- Provides day-to-day leadership to ensure a high-performance, customer service-oriented work environment that supports achieving the Department’s goals and objectives.
- Improve customer service experience and facilitate organic growth.
- Creating effective customer service procedures, policies, and standards.
- Take ownership of an escalated customer's issues and follow problems through to resolution.
- Keep accurate records and document customer service actions and discussions.
- Assessing service statistics and preparing detailed reports on your findings.
- Perform deep-dive analysis on select situations to gather lessons learned, and use that information to update internal reference materials and processes.
- Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Keep ahead of industry developments and apply best practices to areas of improvement.
- Control resources and utilize assets to achieve qualitative and quantitative targets.
Requirements
- Bachelor’s degree in business administration or relevant field.
- A minimum of 7 years of proven working experience as a Customer Service Manager on a global scale.
- Excellent knowledge of management methods and techniques.
- Outstanding written and verbal communication skills.
- Excellent leadership and interpersonal skills.
- Proficiency in English.
- Experience of working on Zendesk is a plus
We are an equal opportunity employer and do not discriminate based on gender, race, age, religion, disability, or other local protected class. We are committed to cultivating an inclusive environment for all employees, and we welcome the diversity that you will bring!
We are sorry to inform you that only shortlisted candidates will be notified as we may be overwhelmed by the number of applicants coming into our system; hence if you do not get a reply from us - don’t give up on us just yet!
We encourage you also to check out our career site at https://www.codapayments.com/careers - we may have other suitable openings for you.
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