Customer Success Lead (12-month Contract)

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

• Monitor and supervise day-to-day customer service operations for YouBiz (our B2B product), manage customer enquiries, requests and feedback professionally across all customer touch points that are received through channels such as in-app, calls, emails and social media escalations

• Set up, update and maintain Knowledge Base platforms as well as internal and external FAQ to ensure customer queries are correctly addressed

• Identify opportunities for improvement, participate in enhancements

• Supervise and provide guidance to a team of Customer Success Specialists, handling a variety of functions including, but not limited to performing duty supervisor calls and KPI management both in-house and remote teams

• Be the custodian of high quality service, amidst different scenarios and ensuring the team is adequate in performing their deliverables through BAUS, surges of volumes, incident management to expertly navigate and resolve each circumstance. Proficiently manage the existing CRM, Telephony and Knowledge Management systems

• Manage escalations and support or lead in projects implementation

• Work on regular hours from Monday to Friday.

• Given the teams are working on 24/7 rotating shifts, the Customer Success Lead would be expected to be readily available to handle escalations outside working hours.

You Are

• Seasoned Customer Service Enthusiast – You are a Degree holder with at least 3 years of senior/supervisory experience in customer service and working knowledge and experience in setting up multiple channels, such as calls, emails and external FAQ. Experiences with start-ups, fintech   or bank contact center would be ideal.
• Self-Driven Attitude  – You are self-starter and able to work in a fast-paced environment with tight deadlines.
• Independent Worker & Team Player – You are able to work independently, or with a team, demonstrating strong interpersonal, leadership and organizational skills. You are also able to promote a culture of collaboration and teamwork across organization to optimize overall business growth
• Natural Communicator – You have strong interpersonal and communication skills with all levels of the organization from team members to executives