Role Overview:
We are seeking a dedicated and proactive Customer Success Manager to join our Client Services team. The ideal candidate will have a strong focus on enhancing customer experience by improving response times, quality of interactions, and implementing customer feedback mechanisms. This position will require leading Level 1 (L1) support teams, managingoverseeing our OSL Support channelsCenter, and continuously driving process improvements to better serve our retail and Professional Investor customers.
Key Responsibilities:
- Take full responsibility for the OSL B2C Support Center, ensuring it meets customer needs and is regularly updated with relevant content.
- Develop, implement, and analyze monitoring tools and metrics to track support performance, identifying areas for continuous improvement.
- Enhance team responsiveness and interaction quality through best practices, refined canned responses, and regular training sessions.
- Implement feedback tools (e.g., surveys) to gather insights and drive improvements in customer service processes.
- Lead daily check-ins with L1 teams, ensuring timely follow-up on customer complaints, sales leads, and other critical items.
- Establish weekly reviews with key stakeholders to drive progress on VIP tickets, gather feedback, and collaborate on fixes and improvements.
- Enhance user education and improve support collateral.
- Continuously review and innovate customer support processes to enhance overall efficiency and customer experience.
Qualifications:
-
At least 5 years experience in a Customer Success / Customer Support, or similar role, with a strong preferanceably a Retail Financial Services / Cryptocurrency / Banking / Technology environment.
-
Strong leadership skills with the ability to manage and motivate a team of customer agents (non-direct reports), with the opportunity to grow the team.
- Excellent communication skills, including proficiency in English, Mandarin and/or Cantonese
-
Experience with customer feedback tools and metrics-driven performance analysis, successfully implemented CSAT and NPS..
- Proficiency in using CRM systems and support center platforms for email and chat.
- A proactive, innovative, and customer-centric approach to problem-solving.
- Ability to work collaboratively and consultatively across multiple internal departments as a customer advocate and with external consultants.