[Fintech] Customer Support Shift Lead 客服組長 (早班Onsite/中班WFH)

Btse Taipei 37 days ago

support

彼特思方舟 is a specialized service provider dedicated to delivering a full spectrum of front-office and back-office support solutions, each of which are tailored to the unique needs of global financial technology firms. 彼特思方舟 is engaged by BTSE Group to offer several key positions, enabling the delivery of cutting-edge technology and tailored solutions that meet the evolving demands of the fintech industry in a competitive global market.

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.