Job Description
Are you a seasoned customer service professional with a passion for the fast-paced world of Fintech? Jayapay is looking for an experienced Customer Service Supervisor to join our vibrant team in the heart of Bukit Bintang, Kuala Lumpur. As we continue to scale our payment solutions and digital financial services, we need a leader who can bridge the gap between operational efficiency and exceptional user experience.
In this pivotal role, you will be responsible for steering a high-performing support team to meet and exceed rigorous service level agreements (SLAs). You won't just be managing people; you will be an architect of process improvement, identifying bottlenecks in our current support workflows and implementing innovative solutions to resolve them. The ideal candidate thrives in a high-pressure environment where fintech regulations and rapid transaction cycles require quick thinking and decisive action.
At Jayapay, we value leadership that inspires. You will be expected to mentor junior staff, handle complex escalations with professional poise, and maintain a deep understanding of our payment products to provide technical guidance. If you are ready to take your career to the next level within a growing fintech powerhouse, we want to hear from you.
Responsibilities
- Oversee and manage the daily operations of the customer service team to ensure high-quality service delivery.
- Monitor and track team performance metrics, ensuring all KPIs and SLAs are consistently met or exceeded.
- Act as the primary escalation point for complex customer issues, providing timely and effective resolutions.
- Analyze support data and feedback to identify trends, proposing and implementing process optimizations.
- Collaborate with the Product and Technical departments to stay updated on system changes and report recurring bugs.
- Conduct regular coaching, performance reviews, and training sessions to foster professional growth within the team.
- Ensure compliance with financial regulations and internal security protocols regarding customer data and payments.
Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum of 3–5 years of experience in customer service, with at least 1–2 years in a supervisory or lead role.
- Prior experience in the Fintech, Banking, or Payment Gateway industry is highly preferred.
- Excellent command of written and spoken English and Bahasa Malaysia; proficiency in Mandarin is a plus.
- Strong analytical skills with the ability to interpret support metrics and generate actionable reports.
- Proven ability to manage high-pressure situations and resolve conflicts effectively.
- Proficiency in CRM software (e.g., Zendesk, Salesforce) and modern communication tools.