Customer Service Manager

Responsibilities

• Recruit, hire, train, and lead the local customer support team. Create customer-facing scripts, communication templates, support playbooks, and Standard Operating Procedures (SOPs) in compliance with local regulations.
• Oversee the team's handling of all inbound inquiries regarding loan status, repayments, technical issues, and payment processing failures. Manage non-standard payment inquiries, including repayment difficulties, extension requests, and disputes, working closely with the Collections team.
• Set and monitor clear team KPIs, implement a QA framework to monitor interactions and ensure service quality.
• Analyze customer feedback, complaints, and contact drivers to identify systemic issues and risks. Provide structured feedback to the Product, Risk, and Collections teams to drive business improvements.
• Act as the primary owner for all escalated customer complaints.

Qualifications: ...