Overview
Job Title: Support Function Lead
Job Summary: We are seeking an experienced and dynamic Support Function Lead to join our team at Zorion. The ideal candidate will be responsible for overseeing and managing our customer support operations, ensuring a seamless and exceptional experience for our users.
Responsibilities:
- Develop and implement effective customer support strategies, policies, and procedures to ensure user satisfaction and retention.
- Build, Manage, and lead the customer support team, providing guidance, training, and motivation to maintain high performance.
- Monitor and evaluate support team performance, providing feedback and implementing improvements as necessary.
- Establish and maintain a strong relationship with our user base, addressing inquiries, concerns, and feedback in a timely and professional manner.
- Collaborate with cross-functional teams to identify and resolve platform-related issues, ensuring a seamless user experience.
- Analyze customer support data to identify trends, areas for improvement, and opportunities for growth.
- Stay up-to-date with industry best practices and trends in customer support, incorporating new ideas and strategies to continuously enhance the support function.
Qualifications
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Bachelor’s degree in Business Administration, Management, or a related field.
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Minimum 5 years of experience in customer support, with at least 2 years in a leadership or managerial role, preferably within the financial services or fintech industry.
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Proven track record of building, leading, and managing high-performing customer support teams.
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Exceptional communication and interpersonal skills, with the ability to interact effectively with users and team members at all levels.
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Knowledge of customer support tools, technologies, and best practices.
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Ability to work in a fast-paced, dynamic environment, prioritizing tasks and managing time effectively.
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Fluent in English and Malay languages
Bonus Qualifications
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Experience with investment platforms or financial products is highly desirable.
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Professional certifications in customer support.
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Proven track record of implementing successful customer support initiatives that have led to increased user satisfaction and retention.
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Experience with data analysis and visualization tools, enabling data-driven decision-making and continuous improvement in the support function.
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Prior experience in the fintech or investment industry, with a strong understanding of pre-IPO investments and private equity.
