Job description
Klickl is looking for an experienced Customer Service Supervisor to be fully responsible for the customer support team building and service operations for KlicklX (for end users) and KlicklONE (for business merchants). You will lead the establishment and optimization of the customer service system, enhance service efficiency, satisfaction, and user retention, and ensure the frontline service quality of the platform in global compliant financial services.
[Job Responsibilities]
1. Manage the daily operations of the customer service teams for KlicklX and KlicklONE, including the establishment of customer service scripts, service processes, quality inspection standards, and scheduling systems.
2. Streamline and optimize service processes (core scenarios such as account opening, recharge, card issuance, stablecoin payments, risk control appeals, merchant settlements, etc.).
3. Guide the team in handling multi-channel inquiries from end users and business merchants (such as official website tickets, WhatsApp, Telegram, WeChat for Work, phone calls, etc.).
4. Regularly collect user feedback, develop service optimization suggestions, and promote product/operation improvements.
5. Build a customer service FAQ database and training mechanism to enhance team professionalism and response efficiency.
6. Support the establishment of overseas teams and multi-language customer service systems, assisting in expanding global service capabilities.
7. Produce customer service data reports and key metrics (response rate, satisfaction, first resolution rate, etc.), and report regularly to management.
8. Manage major customer complaints and emergency incident handling processes, establishing a complete escalation and feedback mechanism.
[Job Requirements]
1. Bachelor's degree or above, with more than 3 years of customer service-related experience, including at least 1 year of customer service team management experience.
2. Experience in internet finance, virtual cards, cross-border payments, or asset platform customer service is preferred.
3. Familiarity with the service differences and demand response mechanisms for end users and business clients.
4. Excellent communication and coordination skills, ability to work under pressure, and crisis management skills.
5. Good data awareness, capable of monitoring service quality with data and driving improvements.
6. Excellent communication skills in both Chinese and English, able to meet service management needs in cross-language and multi-market environments.
7. Shift work required.
[Preferred Qualifications]
1. Experience in building a customer service team from scratch.
2. Familiarity with mainstream customer service systems such as Zendesk, Freshdesk, Salesforce, etc.
3. Experience in liaising with overseas compliance teams, payment institutions, or exchange customer service is a plus.
4. Familiarity with KYC/AML and payment risk control processes in the financial industry is preferred.