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We are looking for an experienced and dedicated Customer Experience Supervisor to join our fast-growing Paytech Startup Company.
As a Customer Experience Supervisor, you will be responsible for leading our customer support team responding to customer queries in a timely manner, via phone, email or chat and supporting merchants on qlub’s platform and services.
Key Responsibilities:
● Responsible for supervising the Customer Experience Team
● Monitor, assign, and resolve customer support tickets across multiple channels and effective responses
● Identify and troubleshoot issues that customers may encounter while using the service.
● Capture, organise and report any product issues or useful discussions brought up by customers to the internal team.
● Work closely with the Operations, Tech and Product team to follow up with customers to ensure technical issues are resolved.
● Support management with important strategic insights and recommendations based on on-ground feedback, reports & industry trends.
Requirements:
● Minimum 3+ years in customer service, with 1+ year in a supervisory/team lead role (startup or fintech experience a plus).
● Fluent in English, Mandarin and Cantonese (writing, speaking, listening) to liaise with international clients and associates.
● Familiar in using Excel and Google Sheet. Basic exposure to HubSpot and Tableau is an advantage.
● Strong leadership, communication, and conflict-resolution skills.
● Ability to multitask and prioritize in a fast-paced environment.
● Strong problem-solving skills and attention to detail.
● Customer-focused with a positive attitude.
● Availability to work flexible hours, including weekends.
Why Join Us?
● Be part of a fast-moving startup that offers plenty of opportunities for personal and professional growth
● Experience growing a business from an early-stage startup
● Work with a global team of passionate and driven individuals who are dedicated to changing the payments landscape for restaurants
If you are an ambitious and driven individual who is excited about the opportunity to join a startup and make a real impact, we would love to hear from you. Apply now and take the first step towards an exciting new career with qlub!