Customer Service Leader

Alpaca Digital is an IT and Insurance service provider for Insurance Industry in Viet Nam and Asia and looking for a talent to join our teams to build up our Fintech clients' business. The role requires a customer-focused mindset, good leadership skills, and the ability to collaborate effectively with cross-functional teams to ensure a seamless and exceptional customer experience.
Our customer is a Fintech company in UK who rely on us for our fast service, our innovative solutions, and high and consistent quality.
You will:
• Collaborate with the development team to document and update user guides as project development.
• Keep in live-chat contact with end users to solve the customer's issues (in case not solving at the time, response later via email), coordinate with vendors to solve.
• Recruit and build new customer support team members.
• Lead our customer support team: train and guide new team members. ensuring an environment for individual development, empowerment, and teamwork.
• Develop and implement customer experience strategy to ensure excellent customer service and satisfaction.
• Be forward oriented identifying opportunities and risks in the Customer related business area to reach company goals driving team to deliver result.
• Fulfill other sub-tasks and report directly to the Product Owner.
• Undertake other duties or tasks which may be assigned as needed.