Job Summary:

Handle and supervise customer service operations for the EVO e-wallet, ensuring high-quality support delivery, regulatory-compliant customer handling, and efficient coordination between in-house customer service staff, outsourced call center partners, and internal departments, particularly Technical, Compliance and Operations.

Key Responsibilities:

• Lead the daily activities of the customer service function, including direct management of two Junior Customer Service Executives.
• Coordinate with the outsourced call center to ensure alignment with EVO service standards, SLAs, escalation procedures, and regulatory communication requirements.
• Act as the main escalation point for complex customer and merchant issues, including account, transaction, KYC, and compliance-related cases.
• Liaise closely with the Compliance team to ensure customer communications, case handling, and resolutions are fully aligned with BDL regulations, KYC/AML requirements, and internal policies.
• Monitor service quality, response times, and resolution accuracy across internal and outsourced support channels (calls, WhatsApp, email, in-app).
• Develop, prepare, and submit all customer service–related reports requested by the COO, including volumes, trends, complaints, escalations, root causes, and performance metrics.
• Identify recurring customer issues and operational gaps, and coordinate with Operations, IT, and Product teams to support continuous service improvement.
• Support the rollout of new products, campaigns, and features by coordinating customer service readiness, scripting, FAQs, and escalation flows.
• Ensure accurate documentation of customer service procedures, escalation matrices, and knowledge base content.
• Check on a daily basis Call Center reports and validate closed vs. open cases by validating their responses and making necessary corrections where needed
• Participate in audits, regulatory reviews, and internal assessments by providing customer service data, explanations, and operational insights upon request by COO.

Skills & Qualifications:

• Bachelor’s degree in business administration, finance, communications, or a related field.
• Minimum 3–5 years of experience in customer service, preferably within fintech, banking, telecom, or digital financial services.
• Proven experience in team supervision and coordination with outsourced service providers.
• Strong understanding of customer service operations within regulated environments.
• Excellent communication, problem-solving, and conflict-resolution skills.
• Ability to analyze data and prepare structured management reports.
• Familiarity with CRM systems, ticketing tools, call center dashboards, and digital support channels.
• High sense of responsibility, confidentiality, and ability to work under pressure