Premium Service Manager

Payoneer Inc.; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Payoneer Inc. is seeking a senior leader to manage a China-focused client service delivery team, serving VIP customers from onboarding to payment withdrawal and ensuring top-tier service and KPI achievement.

You will partner with the sales team to ensure smooth engagements, drive process improvements with global Ops, lead recruitment and talent development, and maintain team stability through effective people management.

Qualifications

• 10+ years of working experience, with 5+ years in people management.
• Experience in client service/customer support or sales environments, dealing with top customers.
• Fintech/Payment/eCommerce experience is a strong plus.

Responsibilities

• Manage China client service delivery team day to day operations and quality.
• Manage resources planning and participate in recruitment process.
• Drive operational excellence by leading and carrying initiatives to meet and exceed KPI targets.
• Maintain close and strong partnership with sales team to ensure a smooth engagement with customers.
• Drive continuous improvement through partnering closely with different teams in Ops across local and global.
• Lead and deal with all people issues, manage the overall talent development and team stability.

Skills

People management

Cross-cultural communication

Client service

English fluency

Mandarin Chinese

Recruitment

Operations management

Education

Bachelor’s degree or above

Tools

Microsoft Office

Job description

About Payoneer

Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.

By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.

What’s the job?

This role is responsible for managing a team of client service specialists to provide best-in-class service to our top/VIP customers. Our top/VIP customers have different profiles and needs, demand high-standard service to resolve their issues across the whole customer journey from onboarding to payment withdrawal. This role is to ensure the team can consistently deliver such services to customers, meet all related KPIs and establish a strong connection with the customer and the sales team.

Key responsibilities:

• Manage China client service delivery team day to day operations and quality
• Manage resources planning and participate in recruitment process
• Drive operational excellence by leading and carrying initiatives to meet and exceed KPI targets
• Maintain close and strong partnership with sales team to ensure a smooth engagement with customers
• Drive continuous improvement through partnering closely with different teams in Ops across local and global
• Lead and deal with all people issues, manage the overall talent development and team stability

We’re looking for:

• Motivated self-starter who can learn quickly in a fast-paced environment
• Service-oriented mindset and understand client service and operations
• Passionate and committed professional with excellent interpersonal skills
• Strong work ethic and accountability
• Great team player who cares and willing to help other colleagues
• Strong people management skills
• Strong influencing skills internally & externally
• Solid organizational skills including attention to detail and multitasking skills
• Strong working knowledge of Microsoft Office
• Able to work in China

Qualifications:

• Bachelor’s degree or above
• Fluent English in both verbal and written
• Native Mandarin speaker (or close to native)
• 10 years+ working experience, with 5 years+ people management experience
• 3 years+ solid experience in client service/customer support/sales environment, dealing with top customers
• Fintech/Payment/eComs working experience is a strong plus

The Payoneer Ways of Working

Act as our customer’s partner on the inside

Learning what they need and creating what will help them go further.

Do it. Own it.

Being fearlessly accountable in everything we do.

Continuously improve

Always striving for a higher standard than our last.

Build each other up

Helping each other grow, as professionals and people.

We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.