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About the Role
Role Overview
We are looking for a hands‑on Customer Service & Quality Manager to lead and improve our customer support function across our fintech products.
This role is responsible for ensuring fast, clear, and reliable customer support, while bringing structure and discipline to how the team operates. You will manage day‑to‑day performance, improve customer experience, and ensure the team is working efficiently and consistently.
Key Responsibilities
Customer Service & Experience
- Ensure high‑quality support across all channels (calls, chat, WhatsApp, email)
- Improve response times, resolution quality, and customer satisfaction
- Identify recurring issues and improve the customer journey
Team Leadership & Performance
- Manage and develop Customer Service and Quality teams
- Set clear KPIs and ensure accountability across the team
- Conduct regular performance review...
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