Customer Complaint Team Leader

Responsibilities 1. Compensation for Failures: Lead the collaboration with technical, product, risk control, finance, and other departments after online failures or abnormal events occur, complete user impact screening, loss assessment, and issue compensation plans; drive compensation execution, and be responsible for subsequent user follow-up and feedback. 2. High-risk and Public Opinion Complaints: Handle complaints related to high-risk, potential public opinion, and established public opinion, as well as complaints involving legal or regulatory issues. Collaborate with PR, legal, and other departments to formulate handling plans, unify external statements, and follow up until resolution. 3. Process Mechanism Construction: Lead the establishment of emergency handling processes for various complaint events, including grading standards, escalation paths, response times, and review mechanisms, and continuously optimize the implementation of these processes. 4. Team Management: Responsible for task allocation and performance management of team members; enable team members to independently handle complex complaints through case reviews, experience sharing, and mentoring. 5. Data Analysis and Problem Closure: Analyze TOP issues and potential risks based on complaint and compensation data, and drive relevant departments to fundamentally resolve issues. ▎ Note: The position requires participation in emergency failure responses, with on-call arrangements outside of working hours. Requirements 1. Over 3 years of experience in complaint handling or compensation, including at least 1 year of team management experience, with actual results in mentoring and enhancing team capabilities. 2. Practical experience in handling bulk compensation for failures or significant complaints, with the ability to provide specific examples. 3. Familiarity with or ability to quickly master trading mechanisms such as contracts and spot trading, capable of independently reviewing compensation calculation plans. 4. Experience in cross-departmental problem-solving, able to accept high-intensity work in emergency scenarios. 5. Proficient in using tools like Excel to complete data processing for user impact screening and compensation amount calculations. 6. Strong principles, awareness of financial risks, and strict adherence to confidentiality and integrity requirements. Preferred Qualifications 1. Experience in complaint handling or compensation in the financial industry, such as cryptocurrency exchanges, brokerages, or payment services. 2. Proficiency in English as a working language, capable of directly handling complaints from overseas users. 3. Experience in handling public opinion crises, regulatory complaints, or legal disputes.