Customer Support Manager

7 days ago

Jakarta, Indonesia Coda Payments Full time

**What we do**

Founded in 2011, Coda Payments helps digital content providers monetize their products and services in more than 50 markets. Publishers of leading games like Moonton (Mobile Legends: Bang Bang), Garena (Free Fire) and Tencent (PUBG Mobile), streaming platforms like beIN and Bigo Live, apps like Tinder, and video-on-demand platforms like Viu have integrated with Coda Payments to accept payments.

Coda Payments is headquartered in Singapore with dozens of additional outposts around the world. Coda Payments has recently been named the 46th fastest growing company in the Asia-Pacific region by the Financial Times (making it the 5th fastest-growing fintech company in its region), the 13th fastest growing company in Singapore by Straits Times, and a Technology Pioneer by the World Economic Forum.

**Working at Coda**

Life at Coda is fast-paced, challenging, and fun. As a rapidly growing global company, we’re always looking to step up and adapt to changes quickly; there is never a dull day at Coda.

We make things happen in the most impactful and effective manner. If you are always eager to initiate new ideas, hungry to contribute more, derive satisfaction from team wins rather than individual ones, and value integrity, you will fit perfectly into the Coda team

A Customer Support Manager supports the company’s customer support activities by directing and overseeing team members, resolving customer questions or complaints, and developing and growing the team with programs and procedures to enhance productivity and performance.

Provides direction to the Customer Service Division and the Supervisors by assigning, directing, and reviewing the day-to-day work. A Customer Support Manager receives direction from the Senior Manager and/or Director of Customer Support.

**Responsiblities**:

- Provides day-to-day leadership to ensure a high-performance, customer service-oriented work environment that supports achieving the Department’s goals and objectives.
- Improve customer service experience and facilitate organic growth.
- Creating effective customer service procedures, policies, and standards.
- Take ownership of an escalated customer's issues and follow problems through to resolution.
- Keep accurate records and document customer service actions and discussions.
- Assessing service statistics and preparing detailed reports on your findings.
- Perform deep-dive analysis on select situations to gather lessons learned, and use that information to update internal reference materials and processes.
- Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Control resources and utilize assets to achieve qualitative and quantitative targets.

**Requirements**:

- Bachelor’s degree in business administration or relevant field.
- A minimum of 3 years of proven working experience as a Customer Service Manager on a global scale.
- Excellent knowledge of management methods and techniques.
- Outstanding written and verbal communication skills.
- Excellent leadership and interpersonal skills.
- Advanced troubleshooting and multi-tasking skills.
- Customer service orientation.
- Open to a flexible schedule which may include evenings, overnights, and weekends.
- Proficiency in English.
- Experience of working on Zendesk is a plus

We are an equal opportunity employer and do not discriminate based on gender, race, age, religion, disability, or other local protected class. We are committed to cultivating an inclusive environment for all employees, and we welcome the diversity that you will bring

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