Regional Customer Success Manager

**The Role**

We are currently growing our team to scale with the company's growth and expansions. We also want to develop our Regional Customer Success to manage the team which are located in multiple countries. As Customer Success Regional Manager you will be in a fast-paced team that provides our customers with undivided attention and care. You will make sure that the team has all the needs to work effectively and efficiently to take on any issues or enquiries that our customers raise, work to prevent fires, and soothe our customer’s frustrations. Every day your team will solve different puzzles, so no day will be exactly the same. At Xendit we believe that our customers are the most important stakeholders - so this role is crucial to Xendit.

You will be responsible to manage Regional Customer Success, identify gaps and opportunities of improvement, coordinate and align with relevant teams to achieve goals, develop a high performing team that delights customers with world-class customer success services, and proactively collaborate with the Senior Managers for brainstorming ideas and implementing strategic plans for CS operations in multiple countries.

**Outcomes**

**CS Regional Strategy**
- Undertake analysis and develop recommendations to drive improvements and adapt strategic plans for Customer Support for the region
- Translate Regional CS team goals into actionable items or projects
- Track Regional CS team goals achievement progress
- Run quarterly capacity planning and SLA for each ticket priority and channel in multiple countries
- Do whatever it takes to make Xendit succeed

**CS Regional Team Management**
- Develop a high performing team that delights customers with world-class customer success services
- Supervise Customer Success Regional Team Leaders in managing the team
- Work with peer managers to leverage best practices and provide consistent coaching
- Ensure all CS agents understand and do Xendit’s culture
- Translate CS goals into KPIs for each CS team member for performance management purposes
- Work with People Management and Hiring team on local agent hiring

**Improvement & Automation**
- Identify gaps and opportunities for improvements to inline with the company’s and team’s goals
- Work closely with Biz Improvement and Ops Automation team to make CS processes as lean as possible to make sure the scalability of the growth

**Alignment with HQ and other stakeholders**
- Plan and manage Xendit CS regionalization
- Align closely with ID CS regarding service quality and process standardization
- Setup new CS team and align with CS standard when Xendit decides to expand the business to other countries

**What we’re looking for
**Behaviors**
- Have a strong sense of integrity and honesty
- Always think of the customer first
- Produce clear and structured communication suitable for the audience (from executives to customers to first level agents)
- Be a data driven decision maker
- Have both agile and strategic thinking
- Set and reinforce strong team culture
- Set clear goals and strive to achieve them
- Have a continuous improvement & automation mindset

**Experience**
- At least 3 years of experience in a leadership position in Customer Support or equivalent function
- At least 5 years of experience in Customer Support or equivalent function
- At least 5 years of experience with:

- Online, E-commerce, Payments and Financial Technology Industries (preferred)
- Experience in Customer Services, Operational Excellence, Process Improvement, Business Process Automation, Project Management
- Experience in running extensive data analytics
- Technical background and familiarity with system development life cycle
- Strong driving and managerial skills
- Continuous improvement & automation mindset\
- Solve for customer first attitude

**Relevant Skills**
- Have an understanding of SEA market and its growth