Mass Service Team Leader

About Payoneer

Founded in 2005 Payoneer is the global financial platform that removes friction from doing business across borders with a mission to connect the worlds underserved businesses to a rising global economy. Were a community with over 2500 colleagues all over the world working to serve customers and partners in over 190 countries and territories.

By taking the complexity out of the financial workflowsincluding everything from global payments and compliance to multi-currency and workforce management to providing working capital and business intelligencewe give businesses the tools they need to work efficiently worldwide and grow with confidence.

Whats the job

This role is responsible for managing a team of mass service specialists to provide best-in-class service to our top/VIP customers. Our top/VIP customers have different profiles and needs demand high-standard service to resolve their issues across the whole customer journey from onboarding to payment withdrawal. This role is to ensure the team can consistently deliver such services to customers meet all related KPIs and establish a strong connection with the customer and the sales team.

Key responsibilities:

• Manage China client mass service delivery team day to day operations and quality
• Manage resources planning and participate in recruitment process
• Drive operational excellence by leading and carrying initiatives to meet and exceed KPI targets
• Maintain close and strong partnership with sales team to ensure a smooth engagement with customers
• Lead and deal with all people issues manage the overall talent development and team stability

Were looking for:

• Motivated self-starter who can learn quickly in a fast-paced environment
• Service-oriented mindset and understand client service and operations
• Passionate and committed professional with excellent interpersonal skills
• Strong work ethic and accountability
• Great team player who cares and willing to help other colleagues
• Strong people management skills
• Strong influencing skills internally & externally
• Solid organizational skills including attention to detail and multitasking skills
• Strong working knowledge of Microsoft Office
• Able to work in China

Qualifications:

• Bachelors degree or above
• English CET-4 level above
• Native Mandarin speaker (or close to native)
• 5 years working experience with 2 years people management experience
• 2 years solid experience in client service/customer support/sales environment dealing with top customers
• Fintech/Payment/eComs working experience is a strong plus