Customer Support Improvement Manager

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  • Represent the wider Customer Services & Operations team in projects & initiatives that will have an impact on customers
  • Efficiently create and develop customer SOP and ensure the well execution for business operation
  • Build a customer-centric strategy & create preventive action against customer churning rate
  • Work closely with internal stakeholders, including PM, marketing, fleet and merchant teams to enhance the customer journey by reducing complexity, making efficiencies and improving processes
  • Reduce customer cases by using and analyzing customer complaints & feedbacks then properly escalate to relevant teams
  • Be responsible for customer satisfaction improvement & create strategies to minimize customer dissatisfaction
  • Utilize customer relationship management tools in coordinating and monitoring customer operations
  • Map customer journey and analyze customer's end-to-end workflow
  • Summarize, collect and analyze customer data for regular performance reports to related departments or upper managements



  • Can do attitude
  • Excellent analytical and math skills
  • Proven ability to build relationships, facilitate and negotiate across an organization
  • Passionate about the customer and curious about customer behavior
  • Strong background in customer research and analytics techniques, customer strategy, process improvement and performance management
  • 5 year’s work experience in customer service, customer experience, operations or a related field would also be an advantage
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Benefits & Perks
Flexible hours that suit your pace
Breakfast and lunch provided
Work from home or anywhere
Barista service available daily
MacBook provided for everyone
Afterwork beer available daily
No cap on your annual leave
Yearly company outing trip
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