Customer Service Manager

Role Overview

Own the end-to-end performance of Circles Contact Center the people the process the quality bar and the technology behind it. You will run the floor day to day build the QA and workforce systems that keep service levels stable as we scale and drive the CRM and AI Chatbot roadmap that lets a lean team serve a fast-growing customer base.

1. System Development & Optimization

• Partner with Product and Tech to define requirements run UAT and roll out new CRM features for the Contact Center; own the backlog of service-side enhancements.
  
• Build train and continuously improve Circles AI Chatbot intent coverage conversation flows escalation-to-human rules and the underlying knowledge base.
  
• Track containment and deflection rates; expand automation to reduce cost-to-serve without hurting customer satisfaction.
  
• Ensure telephony CRM chatbot and ticketing systems are integrated so agents work from a single customer view.
  

2. Quality Assurance

• Own the agent QA framework: scorecards call and chat sampling plans calibration sessions and monthly quality scoring.
  
• Turn QA findings into coaching plans refreshed scripts and process fixes; track improvement agent by agent.
  
• Audit AI Chatbot conversations for accuracy tone and resolution quality; optimize flows where the bot fails or over-escalates.
  
• Report quality SLA CSAT/NPS and complaint trends to management with root causes and corrective actions not just numbers.
  

3. Operations & Workforce Management

• Build and publish shift rosters for the Contact Center floor balancing forecasted volume against headcount leave and peak hours (weekends public holidays campaign spikes).
  
• Own timekeeping attendance and overtime records; ensure accurate and on-time submission for payroll.
  
• Provide real-time floor support handle escalated and sensitive cases unblock agents and make on-the-spot decisions during incidents.
  
• Monitor daily operational metrics (service level AHT abandon rate occupancy) and intervene the moment they drift.
  

4. Recruitment & Training

• Own hiring for the Contact Center: define requirements with HR screen and interview candidates and make selection decisions.
  
• Design and deliver onboarding and ongoing training covering products systems scripts compliance and soft skills.
  
• Build the teams capability ladder identify high performers develop Team Leads and remove single-person dependencies.
  
• Maintain training materials and the knowledge base so content stays current with every product release.
  

5. Back-office & Cross-functional

• Act as backup for Card Operations covering card lifecycle dispute and chargeback tasks during absence or peak load.
  
• Coordinate with Risk Product Tech and Card Ops on incidents fraud cases and product launches that affect customers.
  
• Contribute to policies and SOPs for complaint handling dispute investigation and customer support requests.
  
• Ensure all Contact Center activity complies with State Bank of Vietnam regulations and internal audit standards.
  

Why you should work here

At Circle we believe in fostering a culture of innovation and creativity. Working with us means being part of a team that values your ideas and contributions. We offer a dynamic work environment where you can grow your skills and make a real impact.

Must-Have Skills & Experience

• Bachelors Degree in Finance Banking Business Administration or a related field.
  
• 3 years in customer service or contact center operations within Banking Fintech or a BPO serving financial services.
  
• At least 2 years managing a team including managing Team Leads or supervisors.
  
• Hands-on experience running a QA framework scorecards calibration coaching not just reviewing someone elses reports.
  
• Practical workforce management: volume forecasting rostering shift planning and timekeeping.
  
• Experience deploying or optimizing CRM and contact center systems; comfortable writing requirements and running UAT.
  
• Strong command of contact center metrics (SLA AHT FCR CSAT abandon rate occupancy) and what to do when they move.
  
• Excellent Vietnamese communication and solid working English both written and verbal.
  
• Calm under pressure comfortable handling escalated and emotionally charged customer situations.
  
• Willing to be reachable outside standard hours during incidents the floor operates on weekends and public holidays.
  

Good-to-Have Skills & Experience

• Direct experience building or tuning an AI chatbot or conversational AI (intent design flow optimization prompt tuning).
  
• Credit card operations knowledge: disputes chargebacks and Visa/Mastercard scheme rules.
  
• Familiarity with workforce management tools and BI dashboards (Power BI Looker or similar).
  
• Experience scaling a contact center team through rapid headcount growth.
  
• Lean / Six Sigma or a recognized contact center management certification.
  

Benefits

• Competitive salary package
  
• Stock options
  
• 5-day work week (Saturday & Sunday off)
  
• 20 days annual leave
  
• Health and wellness benefits
  
• Opportunities for professional development
  
• Creative and collaborative work environment