Customer Support Team Lead

Brankas

Brankas

Customer Service
Makati, Metro Manila, Philippines
Posted on Friday, May 10, 2024

About Us

Brankas is solving the "last mile" for Open Finance in emerging economies. Since launching in Indonesia in 2017, Brankas is now the leading Open Banking technology provider in Southeast Asia. Brankas’ technology empowers banks, fintech partners and users to build and activate real-time and secure APIs for payments, identity, transaction data, and more.

Our vision is to make modern financial services available to everyone.

Job Title: Customer Support Team Lead

Hiring Manager: Head of Implementation & Customer Success

Location: Philippines (Metro Manila Preferred)

The Role: The Customer Support Team Lead is leading the Customer Support Team (as a Team Leader and people manager). This role will drive the following

  • As a team leader, introduce and improve processes required for KPIs of the Customer Support Team to be met
  • Establish company wide reportings standards that help drive awareness of the CS Team’s work and positively impacting the CS Team KPIs
  • Know the Internal and External key stakeholders and build a relationship as a trusted adviser in the Customer Support space
  • Increase customer satisfaction and retention by driving CS Team KPIs
  • Manage communications to internal and external stakeholders for any system/API unavailability (including process related to this)
  • Provide people management to Customer Support specialists
  • Pull in Brankas Senior Management (CEO, CTO, CPO, Head of Implementation, EMs) as necessary for Critical escalations
  • Monitor incoming potential leads that are raised through the support channels (Email, Chatwoot, Messaging Apps)

KPIs:

  • Increase Efficiency in Support Metrics
    • Minimizing Ticket Aging average
    • Decreasing average Ticket Response Time
    • Decreasing average Ticket Resolution Time
  • Maturity of Reporting Standards/Processes
    • Introduce regular reporting standards
  • Professionalize the Customer Support Team
    • introduce metrics to measure effectiveness of Customer Support Specialists
    • Create standards and procedures handling all possible Customer Support incidents
    • Improve support advisories in terms of quality of messaging and frequency of messaging

The Customer Support Team Lead has overall responsibility for the daily management of Customer Support matters and is required to maintain a close working relationship with fellow Brankas customer-facing teams such as Product Team, Sales Managers and Project Teams.

Expect to handle 5+ Customer Support Specialists at any given time.

What do we look for in you: You have a proven record of successful customer support management and are a proactive learner and creative problem solver who thrives in a fast-paced environment. Ideally comes from a background where being process oriented is key (e.g. BPO or Business Operations). You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation and you delight in exceeding customer expectations. You bring:

  • Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and senior decision makers.
  • Customer facing experience is preferred.
  • Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
  • Ability to effectively influence Senior Stakeholders into completing necessary tasks
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
  • Excellent communication & presentation (soft) skills.
  • Enthusiast, strong work ethic and a positive attitude.
  • Business Level English language skills, written and verbal.

Role Requirements:

  • Graduate with a Bachelor or Honors Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent.
  • 5+ years’ working experience with Customer Support or related roles.Team Leads in BPO are a plus.
  • Customer facing experience in a Services oriented technology company or consulting is highly desirable
  • Experience in working in regional / virtual teams is a plus..
  • Experience in Finance (Banking/Financials Institutions) and/or FinTech is a plus.
  • Experience in transferring knowledge to others (coaching & mentoring) is a plus.