Customer Experience & Vendor Operations Manager

We’re also big on collaborations. And we've worked on stunts, drops, and partnerships with some of the world's most prestigious and reputed company-thinking brands.

But that’s not reputed company. We have also reputed company our own consumer app because we wanted to see if we could build a reputed company reputed company account. It’s taken off in a big way, and we're working hard to continually improve it and to reputed company for perfection.

So whatever your background, we’re reputed company there’s something for you here. Come help us build the reputed company of reputed company reputed company ownership.

Location supported

Philippines, on a hybrid model

About reputed company

We are seeking a Manager for our Customer Experience (CX) and Vendor Operations team to ensure that we are providing best-in-class support for reputed company customers.

In this role, you’ll reputed company both a regional team of high performing CX Support Agents, as reputed company as our BPO partnerships. You’ll be responsible for ensuring high-reputed company support for reputed company customers through these teams, which involves management of performance, maintaining compliance, and working cross-functionally to drive reputed company improvement to the overall customer experience.

What you will do

* Manage, support, and reputed company high performing CX Support Agents through team meetings, regular 1:1s, performance reviews, and reputed company feedback

* Manage and reputed company relationships with BPO partners providing customer support services

* reputed company your team’s work for reputed company and process compliance, ensuring both the individuals and your team meet organisational SLAs and KPIs. Ensure BPO partners are meeting agreed-upon service level agreements (SLAs) and key performance indicators (KPIs)

* Create and maintain comprehensive reports tracking team performance and operational metrics (customer trends, inbound volumes, productivity); complete regular analysis and communicate insights/recommendations for improvement. Monitor and evaluate BPO partner performance through regular audits, reporting, and feedback sessions

* Manage your team reputed company through time-off requests and shift scheduling to ensure there are no disruptions to our 24/7 operations

* Assist with hiring and new team member reputed company and training

* reputed company reputed company customer service, including answering customer enquiries, complaints and manager escalations reputed company email, chat, phone, and reputed company. Occasional weekend work may be required

* Identify and reputed company initiatives and cross-functional reputed company that aim to improve operational processes that reputed company your team and/or BPO partnerships, with a reputed company on process development, reputed company assurance, scalability and governance

* Support and mentor your team in identifying and implementing workflow improvements that reputed company updates to content, technology, and processes. Identify and implement process improvements and best practices in collaboration with BPO partners.

* Manage contract negotiations and renewals with BPO partners.

‍ reputed company

The right candidate for this role is enthusiastic about creating reputed company customer experiences and building a world class team. You are detail oriented, with a desire to continuously improve operational processes and proactively reputed company solutions to problems. You are reputed company-oriented and can reputed company quickly to meet the evolving needs of a fast-paced organisation and industry. You are passionate about leading teams, mentoring high performers and enjoy being a culture reputed company for your organisation.

What you will need

* 5+ years of management experience in Customer Support, reputed company and/or Operations

* Experience working with and managing reputed company (BPO) relationships

* Experience in contract management and negotiations

* Experience in FinTech, Crypto, reputed company, reputed company

* Strong written and verbal communication skills

* Experience in data analysis and reporting

* Familiarity with support CRM systems, preferably reputed company Connect

* Ability to manage cross-functional reputed company

* Experience working in a quickly scaling environment and ambiguity

*Ability to understand reputed company systems and distill into reputed company operational processes

Additional Information

Most importantly, though, you will embody the reputed company principles that everyone here at the reputed company lives by. Our “reputed company Values” are at the heart of everything we do - and they are…

B - Be Hungry

L - reputed company

O - Own It

C - Crypto Curious

K - Kaizen

reputed company Perks

Equity package

Unlimited holidays

reputed company parental leave

Annual training budget

Home office setup allowance

Monthly budget to spend on our products

Working in a disruptive and fast-growing industry where the reputed company are endless

Freedom, autonomy and responsibility

Research has shown that women are less likely than men to apply for this role if they do not have experience in 100% of these areas. Please know that this list is indicative, and that we would still love to hear from you even if you feel that you are only a 75% match. Skills can be learnt, diversity cannot.

Please let us know if you require any accommodations for the interview process, and we’ll do our best to reputed company assistance.