Assistant Customer Service Manager

**What is it about in one line?**

**Sounds interesting? Here’s more about us**

YouTrip is a Southeast Asian neobank offering the region’s first and leading multi-currency wallet. As a regional financial technology startup, it is dedicated to creating the best mobile financial services by simplifying foreign currency payments and offering the best exchange rates. Launched in 2018, YouTrip has been voted the #1 multi-currency account in Singapore, with the largest user base in the region following its successful launch in Thailand in partnership with Karsikornbank in 2019.

YouTrip is a Major Payment Institution licensed under the Monetary Authority of Singapore. It was recognised as a Top FinTech Leader at the SFF Global FinTech Awards 2021, and awarded ASEAN’s Best Fintech Start-up 2019 by the Rice Bowl Start-up Awards.

Our culture is entrepreneurial, open & inclusive, and teamwork-oriented. We are looking for talents with the aspiration to thrive in a rapidly growing business in the exciting FinTech space.

**You will**:

- Reporting to Customer Services & Operations Manager, manage, mentor and coach the Customer Service team and other team members to achieve quality and productivity for optimal customer experience.
- Develop and improve processes to increase efficiency and improve quality on individual, team, and overall management aspect of Customer Service.
- Continuously train and upskill existing and new Customer Service agents and other members to provide actionable feedback with meaningful career progression in the team.
- Recruit and structure the Customer Service team to ensure proper manpower support and manage offshore Customer Service team outside Singapore

**You are**:

- **Experienced customer service enthusiast** - you’ve racked up at least 4 years of experience in bringing happiness to customers, with Customer Service team management experience. Additional points for expertise within financial services or payment industry.
- **Analytical & detail-oriented thinker** - you possess excellent problem-solving skills with demonstrated experience in solving complex customer situation & team management situation with analytical thinking. You have the natural tendency to always focus on details and hate to miss out on specifics.
- **Highly driven go-getter** - you are eager to achieve more and do not stop in front of new challenges in a high growth startup environment. You are not afraid of getting hands on to support the team in achieving the goals in a high-pressure environment.
- **Travel enthusiast** - you are a passionate traveller and understand the psychology of traveller, in particular when it comes their troubles and worries when they are travelling overseas.
- **Natural communicator** - you possess a good command of English with strong interpersonal, communication and problem-solving skills. Chinese or other language proficiency are preferred.
- **Fearless self-starter** - you like to debate. You are not afraid to suggest and implement new initiatives to tackle complex business issues, as long as the rationale are logical and sound. You do not mind getting your hands dirty in order to get things done in tight timeline

**What can you expect from us?**
- An innovative culture that encourages talents to work highly collaboratively in a respectful, friendly environment
- Direct report to the Regional General Manager and be part of the founding team of the YouTrip Business
- Access to a deep bench of technical and business experts to work together
- Working with an entrepreneurial team of people in Singapore, Thailand, and Hong Kong

**To apply**: