Job Description

About RedotPay

RedotPay is a global crypto payment fintech integrating blockchain solutions into traditional banking and finance infrastructure. Our user-friendly crypto platform empowers millions globally to spend and send crypto assets, ensuring faster, more accessible, and inclusive financial services. RedotPay advances financial inclusion for the unbanked and supports crypto enthusiasts, driving the global adoption of secure and flexible crypto-powered financial solutions. Join us in shaping the future of finance and making a meaningful impact on a global scale.

We are looking for an experienced, passionate, and highly capable Customer Service Operations Manager to join our team. You will be responsible for managing, training, and motivating our customer service team to ensure daily KPI achievement. You will continuously optimize customer service processes and handle complex customer complaints appropriately. Your primary goal is to improve overall service quality, create an exceptional customer experience, and thereby increase customer satisfaction and loyalty.

Key Responsibilities

1. Team Management & Leadership

• Manage day-to-day customer service operations, including scheduling, attendance, KPI/performance evaluation, and daily work supervision.
• Motivate team morale and build an efficient, positive working environment.

2. Training & Talent Development

• Develop and execute training plans for the customer service team (including onboarding for new hires, ongoing business knowledge updates, and communication skills improvement).
• Regularly update standardized scripts and conduct audits/spot checks.

3. Quality Assurance (QA) & Process Optimization

• Regularly sample and review service records (email, live chat, etc.).
• Identify pain points through root-cause diagnosis and continuously optimize customer service processes and standard operating procedures (SOP).

4. Customer Complaints & Crisis Handling

• Own escalated complaints that frontline agents cannot resolve, major disputes, and urgent/crisis incidents.
• Provide quick, reasonable resolution plans and protect the company’s brand image.

5. Customer Experience Data Analysis

• Collect, organize, and analyze key customer service metrics (e.g., first-response time, resolution rate, CSAT, NPS).
• Produce operational reports and propose practical improvement recommendations to management.

6. Driving Customer Experience Improvements Cross-Functionally

• Act as a bridge between Customer Service and other teams (Product, Operations, Logistics, Technical).
• Relay customer feedback and suggestions to drive improvements in internal business processes.

Requirements

• Bachelor or above with 3+ years of customer service operations management experience. Candidates with prior experience managing customer service in large call centers are preferred.
• Strong communication and coordination skills; able to resolve conflicts calmly and effectively under high-pressure situations.
• Strong capability in remote team management, ensuring service operations coverage during peak periods across time zones.
• Data-driven mindset and sharp analytical skills; proficient in understanding customer service KPIs and using data to identify and solve problems.
• Proficient in leading customer service systems (e.g., Zendesk) and CRM software.
• Highly skilled with mainstream AI productivity tools.
• English and Chinese are needed.