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Fiat Payment Processing Team Lead

2 weeks ago

Singapore Bitget Full time
Job Description

As a Fiat Customer Support Team Leader, you will oversee daily operations, manage workflows, ensure service quality, coach team members, and collaborate with internal departments to improve fiat transaction processes.

  • Supervise and guide the fiat customer support team to efficiently handle customer inquiries, disputes, and transaction issues.
  • Provide coaching, mentoring, and support to agents to enhance their problem-solving skills and service quality.
  • Conduct regular team meetings to discuss updates, challenges, and best practices.
Operational Oversight

Monitor daily support operations to ensure timely responses and resolutions for fiat deposit/withdrawal issues. Work closely with internal teams (risk, operations, compliance, and banking partners) to streamline processes and improve success rates for fiat transactions.

Ensure all inquiries and disputes are handled in compliance with regulatory requirements and company policies.

Escalation Handling & Complex Case Resolution

Manage and resolve high-priority or escalated cases related to delayed, failed, or disputed fiat transactions. Collaborate with banking partners and payment providers to troubleshoot complex issues.

Performance Monitoring & Reporting

Track team performance, KPIs, and customer satisfaction metrics, ensuring continuous improvement. Identify trends and provide data-driven insights to enhance workflows and reduce transaction failures. Prepare reports on team productivity, customer pain points, and operational challenges for management review.