APAC Customer Experience & Support Lead
Core
Lead customer service operations and initiatives for the APAC region, ensuring SLA/KPI delivery and improving customer experience across multi-channel contact centers.
Role type
Senior IC Customer Experience & Support Lead
Builds
Customer service operations, CX/UX improvements, and support processes for BHN's branded payment solutions
Domain
Payments, Loyalty, Rewards, Financial Services
Deliverable
dashboards & analysis
Required skills
Multi-channel support (voice, email, chat, social), SLA/KPI management, process development, training & coaching, data analysis, stakeholder management, regulatory compliance knowledge
Preferred skills
Financial/payments industry experience, AI tools usage, speech analytics, quality assurance, automation implementation
Technologies
IVR, Speech Analytics, AI tools, Excel, Word, PowerPoint
Responsibilities
Lead resolution of escalations and complaints; Monitor performance via reports/dashboards and implement improvements; Develop and maintain processes, procedures, and knowledge base articles; Support training and quality assurance activities; Identify CX/UX improvement opportunities; Manage relationships with vendors and stakeholders; Adapt to new products and systems.
Seniority
Mid-Senior, hands-on IC