Customer Service Lead - Credit Card Business

We are an AI Fintech company specializing in assessing consumers’s credit profiles in emerging markets, combining pioneering AI with large alternative data sources. In 2020, we reached our ambitious milestone of credit profiling 1bn consumers spanning 4 countries - Vietnam, Indonesia, India & the Philippines - and building a platform for the wider industry and the financial services industry, in particular, to provide the 'un & under' served access to credit. At the core of this initiative has been our strict and unwavering adherence to the norms of consumer data privacy and consumer data rights.

But we're not satisfied as we embark on the next leg of our journey to deliver 100 million credit lines to consumers in our markets. Although this goal is ambitious, we truly believe that by harnessing the power of AI & Big Data we can deliver financial access at an unprecedented scale.

How you will make an impact in this role:

We are partnering with banks that are embracing changes toward digital banking - Credit Card Partnership. These changes are exciting but complex, and we are looking for team members who are motivated by big challenges and are ready to dive headlong into helping us grapple with complexity, build solutions, and turn our visions into a reality. Join us if you have the talent and desire to deliver financial access for all by advancing data science and technology.

As a Customer Service Lead - Credit Card Partnership at Trusting Social, you will have the ultimate responsibility for decision-making and prioritization for driving customer service strategy and innovative solutions, and lead our customer service team in delivering world-class support that delights our customers & partners and sets us apart from the competition

The Customer Service Lead - Credit Card Partnership will report to the Manager of Operation

What you will do

- Develop and implement customer service strategies that align with our company's mission and values

- Hire, train, and manage a team of customer service representatives, fostering a culture of empathy, responsiveness, and going above and beyond for customers

- Set clear performance goals and metrics for the team, tracking progress and identifying areas for improvement

- Monitor customer interactions across all channels (phone, email, chat, social media) to ensure high-quality service and prompt issue resolution

- Empower the team to make decisions and take ownership of customer issues, providing guidance and support as needed

- Analyze customer feedback and service metrics to identify trends, improvement opportunities, and training needs

- Collaborate with other departments (product, marketing, engineering) to share customer insights and drive customer-focused improvements

- Develop and maintain a knowledge base of product information, policies, processes, and best practices to enable the team to provide accurate, consistent support

- Keep abreast of industry best practices and emerging technologies then apply them to enhance the customer service experience continuously

- Serve as the escalation point for complex customer issues, using strong problem-solving skills and diplomacy to find win-win resolutions

- A genuine passion for helping customers and providing exceptional service

- 5+ years of customer service experience, with 2+ years in a leadership role in banking and/or consumer finance

- Proven track record of building and leading high-performing customer service teams

- Deep understanding of customer service best practices and metrics

- Excellent communication and interpersonal skills, with the ability to build rapport and defuse tense situations

- Strong analytical and problem-solving skills, with the ability to think strategically

- Proficient in customer service technologies (e.g., CRM, helpdesk, chat, phone systems)

- Bachelor's degree in business, communications, or a related field (or equivalent experience)