APAC Customer Experience & Support Lead
Core
Lead customer service operations and initiatives for the APAC region, ensuring effective service delivery and consistent customer experiences across multi-channel contact centers.
Role type
Senior IC Customer Experience & Support Lead
Builds
Customer service operations, CX/UX improvements, and support for branded payment solutions (gift cards, rewards, payouts)
Domain
Payments, Loyalty, Rewards, Financial Services
Deliverable
dashboards & analysis
Required skills
Multi-channel support (voice, email, chat, social), SLA/KPI management, escalation resolution, process development, training & coaching, data analysis, stakeholder management, regulatory compliance knowledge
Preferred skills
AI tools usage, speech analytics, financial industry experience, IVR familiarity
Technologies
IVR, Speech Analytics, AI tools, Excel, Word, PowerPoint
Responsibilities
Monitor performance via reports and dashboards to identify trends; lead resolution of escalations and complaints; support implementation of new products and processes; develop and maintain processes, procedures, and knowledge base articles; contribute to quality assurance monitoring; identify opportunities to improve CX and UX; manage service across multiple channels including voice, email, chat, and social media.
Seniority
Mid-Senior, hands-on IC