JOB PURPOSE
The Customer Experience Manager is responsible for designing and leading the customer service strategy for Bitazza/Freedom group companies. This role will ensure exceptional customer experiences, drive customer satisfaction, and support business growth by developing and optimizing customer support processes, managing a global support team, and leveraging technology for efficient service delivery with highest turn around time.
RESPONSIBILITIES
1. Strategy & Leadership
- Develop and execute the overall customer service strategy aligned with the companys vision and business objectives.
- Lead and inspire a local and global customer support team, fostering a culture of excellence, accountability, and continuous improvement.
- Establish performance indicators and objectives for customer service performance and satisfaction.
- Effectively oversee in house and outsource team to achieve highest outcome
2. Operations Management
- Oversee the daily operations of the customer service department, including ticket resolution, complaints, live chat, and call center activities.
- Ensure 24/7 availability and responsiveness of support services, meeting the needs of a all audiences
- Implement scalable processes/SOP to handle high-volume customer interactions during peak periods and achieve highest response time.
3. Customer Experience
- Analyze customer feedback to identify pain points and opportunities for service improvement.
- Collaborate with product, compliance, communication and technology teams to address recurring issues and enhance the user experience.
- Advocate for customers by ensuring their voice is represented in company decisions and product enhancement.
4. Technology & Innovation
- Leverage advanced customer service technologies, such as AI-driven chatbots, CRM systems, and analytics tools, to enhance efficiency and customer satisfaction.
- Identify and implement tools to streamline communication and resolve customer queries more effectively.
- Initiate new ideas that could potentially lead to higher efficiency.
5. Compliance & Risk Management
- Ensure the customer service team adheres to applicable regulations, especially in areas like anti-money laundering (AML) and Know Your Customer (KYC).
- Develop protocols along with compliance and risk management teams to handle sensitive issues such as account security breaches, transaction disputes, and regulatory inquiries.
6. Metrics & Reporting
- Develop, monitor and report on customer service metrics, such as response times, resolution rates, Sign up rates, Approval rates, drop off matrics and customer satisfaction scores (CSAT).
- Provide regular updates and insights to the executive team on customer service performance and improvement initiatives.
7. Team Development
- Recruit, train, and retain top talent for the customer service department.
- Develop training programs focused on crypto-specific knowledge, communication skills, and compliance requirements.
WORK EXPERIENCE REQUIREMENTS
Key Qualifications
- Experience: 5-7 years of customer service leadership experience, with at least 1-2 years in a high-growth, technology-driven environment (preferably fintech, crypto, or financial services).
- Knowledge: Some understanding of cryptocurrency markets, blockchain technology, and the unique challenges faced by crypto users will be preferred
- Skills:
- High level of leadership mindset
- Strong skills in establishing SOPs/frameworks
- Strong strategic thinking and operational planning abilities.
- Expertise in customer service technologies and CRM systems.
- Excellent communication and conflict-resolution skills.
- Data-driven decision-making and performance analysis.
- Education: Bachelors degree in Business Administration, Management, or a related field (MBA preferred).
- Language: Proficiency in Thai and English
Personal Attributes
- Customer-centric mindset with a passion for delivering world-class experiences.
- Resilience and ability to manage high-pressure situations, such as during market volatility or system outages.
- Team player with strong leadership skills and the ability to inspire large teams.
