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Digital Asset Transaction Expert
2 weeks ago
Role Overview:
We are seeking an accomplished professional to lead our fiat customer support team as a Team Leader. Your primary responsibility will be to oversee daily operations and ensure efficient handling of customer inquiries, disputes, and transaction issues.
Main Responsibilities:
- Direct and supervise the fiat customer support team to guarantee timely responses and resolutions for deposit/withdrawal issues.
- Work collaboratively with internal teams (risk, operations, compliance, and banking partners) to enhance processes and boost success rates for fiat transactions.
- Manage and resolve complex cases related to delayed, failed, or disputed fiat transactions.
- Track team performance, KPIs, and customer satisfaction metrics to drive continuous improvement.
- Analyze trends and provide actionable insights to improve workflows and minimize transaction failures.
- Prepare detailed reports on team productivity, customer pain points, and operational challenges for senior management review.
Key Requirements:
- Extensive experience in fiat payment processing, banking, or financial services customer support.
- Outstanding leadership and people management skills, with experience in guiding or mentoring a team.
- Superior problem-solving abilities and decision-making skills.
- A deep understanding of fiat payment methods, banking regulations, compliance (KYC/AML), and risk management.
- The ability to handle escalations and communicate effectively with internal and external parties.
- Robust analytical skills with experience in KPI tracking and reporting.
- Proficiency in using customer support platforms (email, Lark, Telegram, Zendesk, etc.).