[fintech] Customer Support Shift Lead 資深客服/客服組長

[Fintech] Customer Support Shift Lead

BTSE – Payment Solutions

Full-time / Hybrid

BTSE Group is a leading global fintech and blockchain company that is committed to building innovative technology and infrastructure. BTSE empowers businesses and corporate clients with the advanced tools they need to excel in a rapidly evolving and competitive market. BTSE has pioneered numerous trading technologies that have been widely adopted across the industry, setting new benchmarks for innovation, performance, and security in fintech. BTSE's diverse business lines serve both retail (B2C) customers and institutional (B2B) clients, enabling them to launch, operate, and scale fintech businesses. BTSE is seeking ambitious, motivated professionals to join our B2C and B2B teams.

About the Opportunity:

BTSE is looking for a Customer Support Operations Shift Lead to support and enhance the overnight operations of our customer service function. In this role, you will not directly manage a team but will play a vital part in identifying operational weaknesses and proposing clear, actionable improvements. You will oversee support workflows, manage escalated issues, and collaborate with internal teams to continuously improve service quality. This role is ideal for someone who thrives in a fast-paced fintech environment and is passionate about optimizing customer support through structure, insight, and cross-functional teamwork.

Responsibilities:

• Operational Oversight: Ensure the smooth execution of night shift CS operations, addressing escalations and ensuring timely resolution of customer issues.
• Process & SOP Development: Identify inefficiencies, document best practices, and develop clear Standard Operating Procedures (SOPs) to streamline workflows.
• Performance Monitoring & Reporting: Track key metrics (e.g., response time, resolution rate, customer satisfaction) and analyze data trends to drive improvements.
• Cross-Functional Collaboration: Work closely with internal teams (e.g., Payment, Risk, Compliance) to resolve complex issues and improve overall service efficiency.
• Training & Knowledge Sharing: Assist in conducting training sessions, breaking down processes into clear, actionable instructions to enhance team capabilities.

Requirements:

• Minimum 2 years of experience in customer support operations, preferably in Fintech, Payments, or Financial Services.
• Strong analytical and problem-solving skills with a data-driven approach to improving workflows and service quality.
• Experience in developing SOPs and conducting training to improve operational efficiency and knowledge-sharing.
• Excellent communication and collaboration skills, capable of influencing change without direct management responsibilities.
• Fluent in English and Mandarin.

Nice to Haves:

• Experience in payment processing, chargeback handling, or risk management.
• Familiarity with CS automation tools, CRM systems, and AI-driven support solutions.

Perks & Benefits:

• Competitive total compensation package
• Various team-building programs and company events
• Comprehensive healthcare schemes for employees and dependents
• And many more! Apply and let us tell you more!