Customer Support Team Leader Candidate

Manage and improve customer support operations for JPYC, ensuring accurate and consistent service aligned with financial service standards. Final compliance decisions are handled by another department.

Responsibilities

• Manage and improve inquiry response workflows
• Create and maintain email and chat templates
• Plan and update FAQ and help pages
• Perform first-line triage and make escalation decisions
• Manage support KPIs
• Build and train the customer service team

Requirements

• Management experience in a customer service department
• Practical experience in the financial industry, such as banking, securities, payments, or funds transfer
• Experience creating and proofreading customer correspondence
• Ability to accurately understand and operate business rules
• Understanding of AML
• Understanding of CFT
• Customer service experience in fintech preferred
• Knowledge base construction experience preferred
• Internal control and workflow design experience preferred
• Basic understanding of cryptocurrency and Web3 preferred

Benefits

• Overtime pay fully provided
• Transportation expenses fully covered when commuting
• Salary increase system