Jayapay Official Hiring! Full Time Customer Service Manager (Fintech) in Federal Territory - Ricebowl

Job Responsibilities

• Manage and maintain strong relationships with assigned clients, serving as the primary point of contact for day-to-day operational matters and ensuring a high level of client satisfaction.
• Understand client business needs, operational challenges, and expectations, and provide timely and effective solutions to support successful cooperation.
• Monitor client account performance, transaction activities, service quality, and operational trends, identifying potential issues and opportunities for improvement.
• Analyze client needs and market trends, and provide actionable insights and recommendations to clients and relevant internal teams.
• Handle urgent client incidents, payment issues, service disruptions, and operational escalations, coordinating with relevant departments to resolve issues efficiently and minimize business impact.
• Work closely with Business Development, Product, Technology, Finance, and Operations teams to ensure smooth project implementation and seamless client service delivery.
• Proactively identify potential risks, recurring issues, and service gaps, and work with internal teams to implement preventive measures and improve the overall client experience.
• Support client onboarding, account setup, product implementation, and ongoing operational requirements to ensure a smooth client journey.
• Prepare and present regular client performance updates, operational reports, and business insights where required.
• Lead and manage the CSM / Client Success team, including task allocation, performance monitoring, coaching, and day-to-day operational management.
• Establish and improve client service processes, workflows, and SOPs to enhance operational efficiency and service quality.
• Take ownership of client escalations and follow through until resolution, ensuring clear communication and proper follow-up with both clients and internal stakeholders.

Requirements

Must Have

• Willing to work on shift schedules, including weekends and public holidays when required.
• Able to work fully on-site in Bukit Bintang, Kuala Lumpur.
• Proven experience in Customer Success, Account Management, Client Management, Customer Service, Operations, or a related field.
• Proven track record of leading and managing teams, with the ability to assign tasks, monitor performance, provide coaching, and drive team results.
• Strong sense of responsibility, initiative, ownership, and patience.
• Excellent communication and interpersonal skills, with the ability to listen actively, communicate clearly, and manage client expectations professionally.
• Strong problem-solving and analytical skills, with the ability to identify issues, assess risks, and develop practical solutions.
• Strong teamwork and collaboration skills, with the ability to work effectively with cross-functional teams and manage multiple client-related projects simultaneously.

Good to Have

• Experience in FinTech, cryptocurrency, trading, payment gateway, Forex, or other financial services companies.
• Solid understanding of the payments ecosystem, including payment gateways, payment processing, acquiring, settlement, transaction flows, and related operational processes.
• Experience working with B2B clients, merchants, payment partners, or financial institutions.
• Experience with client performance analysis, transaction data, operational reporting, or account management.
• Experience in developing or improving SOPs, workflows, and client service processes.
• Proficiency in Mandarin and English would be an advantage.