Customer Service Manager
Core
Lead offshore customer support operations for Australian users, managing team performance, handling high-risk escalations, and driving systemic improvements in the customer journey.
Role type
Senior Customer Service Manager (Fintech)
Builds
End-to-end customer support experience and scalable support operations for Australian users
Domain
Fintech / Digital Wallets / Financial Services
Required skills
Offshore team leadership, customer operations management, risk and compliance discipline, escalation management, SOP design, cross-functional collaboration, data-driven performance management
Preferred skills
Fintech or regulated industry background, Australian consumer protection knowledge, AML/KYC expertise, coaching-led leadership style
Technologies
N/A
Responsibilities
Manage offshore customer support team handling Australian users; Handle complex, sensitive, or high-risk escalations (e.g., scams, fraud, ID verification); Design and maintain SOPs, workflows, and escalation paths; Partner with Compliance, Legal, and Operations to ensure regulatory alignment; Surface customer insights to inform product improvements; Own customer operations KPIs including resolution time, CSAT, QA scores, and backlog
Seniority
Senior, hands-on IC with people leadership
