1. Customer Support Operations Management
- Manage and optimize customer support channels, including Hotline, Ticketing System, Live Chat, Email, and other support touchpoints.
- Monitor service quality, response time, resolution rate, and overall customer experience.
- Coordinate with BD, Product, Technical and TnS teams to resolve customer issues effectively.
- Develop and improve support processes, SOPs, workflows, and service standards.
2. Collaborator Team Management
- Manage and develop the Collaborator Team.
- Monitor performance, productivity, and service quality of collaborator.
- Conduct training, coaching, and performance reviews.
- Build scalable operating models to improve efficiency and customer satisfaction.
3. Customer Insights & Business Analysis
- Analyze support tickets, customer feedback, complaints, and inquiries to identify: Customer pain points; Product gaps; Market trends; Growth opportunities; Revenue-impacting issues.
- Generate regular reports and actionable recommendations for leadership teams.
- Collaborate with Product and Business teams to prioritize improvements that enhance customer experience and business outcomes.
4. Customer Research & Survey Management
- Design and execute customer surveys, including: CSAT, NPS, Customer Feedback Surveys, Internal Operational Surveys.
- Analyze survey results and convert findings into improvement initiatives.
- Track customer satisfaction trends and identify key drivers affecting retention and growth.
5. AI & Process Optimization
- Explore and implement AI tools to improve operational productivity.
- Automate repetitive tasks, reporting, knowledge management, and customer support workflows.
- Leverage AI technologies to improve response quality, efficiency, and scalability.
- Drive innovation initiatives that enhance both customer experience and team productivity.
6. Reporting & Performance Management
- Build dashboards and performance tracking systems.
- Monitor key support metrics, including: SLA, First Response Time, Resolution Time, CSAT, NPS, Ticket Volume, Escalation Rate…
- Present findings and recommendations to management stakeholders.
- 5+ years of experience in Customer Support, Customer Success, Operations, Business Operations, Customer Experience, or related functions.
- Bachelor’s degree in Business, Economics, Marketing, or related fields.
- Experience in AdTech, MarTech, SaaS, Digital Platforms, E-commerce, Fintech, or Technology industries.
- Experience managing vendors, outsourcing teams, or Collaborator team.
- Strong analytical and problem-solving skills.
- Experience working with data, reporting, and operational analysis.
- Excellent organizational and multitasking abilities.
- Experience using CRM, Ticketing Systems, BI tools, or workflow automation tools.
- Practical experience applying AI tools to improve productivity and operational efficiency.
- Strong sense of ownership and accountability.
- Comfortable working in a fast-paced environment with multiple stakeholders.
- Good written and verbal English communication skills.
We are looking for an Senior Customer Support Executive who is passionate about customer experience, operational excellence, data-driven decision making, and AI-powered productivity.
This role is ideal for someone who enjoys solving problems, managing multiple priorities, uncovering business insights from customer interactions, and driving continuous improvement across customer support operations.
We are looking for an Senior Customer Support Executive who is passionate about customer experience, operational excellence, data-driven decision making, and AI-powered productivity. This role is ideal for someone who...
