What You’ll Be Doing:

📍Responsible for team management, supervision and evaluation of CIS customer service operations. 📍To formulate and improve the workflow, business standards, management system, and incentive policies of customer service operations to improve operational capacity. 📍Continuously improve the level of services, focus on customer feedback and solution processes, while complementing customer journey on our platform. 📍Develop and refine the customer service management processes, standards, and systems, to ensure the quality of customer service management and responsible for team building, and day-to-day management. 📍Monitor social media channels & review platforms for mentions, comments, and direct messages, and respond in a timely and professional manner. 📍Regularly carry out the analysis of operational indicators, complete the analysis report, organize and participate in the regular meetings such as MBR and QBR. 📍Effectively communicate information to the relevant responsible team through the customer's voice, and continuously support the optimization iteration of the product and service processes. 📍Stay updated on competitive products. Conduct analysis and provide insights for product upgrades and optimizations.

What We Look For In You:

📍Bachelor’s degree or relevant experience of at least 5 years of customer service operations. Local exchange experience is a plus. 📍Fluency (Verbal & Written) in English & Russian is required. 📍Experience leading large (>50 members) and diverse teams. 📍Knowledge of financial regulatory rules & operations.

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