Global Customer & Clerk Support Sr Manager
Core
Design and implement global support strategies to maximize customer and clerk experience for a credit provider serving emerging markets.
Role type
Senior Manager, Global Customer & Clerk Support
Builds
Global support operations, performance metrics systems, QA strategies, and training systems for support agents.
Domain
Fintech / Credit / Emerging Markets
Deliverable
Dashboards & analysis
Required skills
Managing complex large support teams, building teams/processes from scratch, Operations in high-growth startups, Analytics with G-sheet/Excel, Managing BPOs, Large scale SaaS project management
Preferred skills
MBA, SQL basics
Responsibilities
Design and implement global support strategies, Identify bottlenecks and propose process improvements, Optimize resource management of Support agents, Align on and carry out Fraud Prevention strategy, Stakeholder management of local commercial director and country manager, Co-design a global performance metrics system, Co-design a scalable QA strategy
Seniority
Senior, hands-on IC with strategic oversight
