Customer Service Manager

We Are

YouTrip is at the forefront of Asia's financial revolution, defining the future of digital finance with its leading multi-currency payment platform. Launched in 2018, YouTrip has swiftly ascended as a powerhouse, orchestrating billions in transactions annually and securing the trust of millions. With innovative solutions like YouTrip for consumers and YouBiz for businesses, we offer unmatched financial ease and cost-effectiveness. Fresh off a successful US$50 million Series B funding round led by Lightspeed Venture, we're setting new benchmarks in the digital financial services sector.

At the heart of our mission is a commitment to eliminate financial borders across Asia, propelling us into the next wave of digital finance.

You Will

• Leading to shape and execute the Customer Service strategy of YouTrip in Singapore, from managing the team on a day-to-day basis, through continuous training & coaching with the team
• Manage, mentor and coach the Customer Service team with the team lead and other team members to achieve quality and productivity for optimal customer experience.
• Develop and improve processes to increase efficiency and improve quality on individual, team, and overall management aspects of Customer Service.
• Continuously train and upskill existing and new Customer Service team leads, agents and other members to provide actionable feedback with meaningful career progression in the team.
• Recruit and structure the Customer Service team to ensure proper manpower support and thoughtful people’s management for sustainable development of the team
• Collaborate with the senior management team to share the latest customer insights on the ground and provide suggestions on designing & curating the best user experience.

You Are

• Experienced Customer Service Enthusiast – you’ve racked up at least 5 years of experience in bringing happiness to customers, with Customer Service team management experience. Experience in recruiting and building up a team with proper QA & training structure is a must. Additional points for expertise within the financial services or payment industry.
• Analytical & Detailed-oriented Thinker – you possess excellent problem-solving skills with demonstrated experience in solving complex customer situations & team management situations with analytical thinking. You have the natural tendency to always focus on details and hate to miss out on specifics.
• Highly Driven Go-Getter – you are eager to achieve more and do not stop in front of new challenges in a high growth startup environment. You are not afraid of getting hands on to support the team in achieving the goals in a high-pressure environment.
• Travel Enthusiast – you are a passionate traveller and understand the psychology of traveller, in particular when it comes to their troubles and worries when they are travelling overseas.
• Natural Communicator – you possess a good command of English with strong interpersonal, communication and problem-solving skills. Chinese or other language proficiency are preferred.
• Fearless self-starter – you like to debate. You are not afraid to suggest and implement new initiatives to tackle complex business issues, as long as the rationale are logical and sound. You do not mind getting your hands dirty in order to get things done in tight timeline