CS Operations Lead - Korean Market

About BTSE:

Nogle Philippines 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. Nogle Philippines 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:

The Customer Service Operations Lead - Korea is responsible for overseeing the customer support operations to ensure a seamless, efficient, and exceptional customer experience for our Korea-based customers. This role requires strategic leadership, a customer-centric mindset, and expertise in managing a team to address customer inquiries, resolve issues, and maintain satisfaction. The position involves tailoring services to meet the unique needs of Korean customers while aligning with global standards.

Duties & Responsibilities:

• Coach, and mentor junior customer service agents to meet performance targets.
• Oversee daily operations of CS operations for Korea market to ensure timely and effective issue resolution.
• Handle escalations and implement customer service policies.
• Monitor feedback to identify trends and improve customer satisfaction.
• Collaborate with cross-functional teams to address recurring issues.
• Prepare performance reports and analyze data for process improvements.
• Partner with internal teams to align on customer needs and initiatives.
• Ensure compliance with local regulations and tailor strategies for the Korean market.

Basic Qualifications:

• Proficient in verbal and written English languages (and/or any market-based language proficiency requirement).
• Good soft skills and attitude (Courtesy, Interpersonal Skills, Positive/Proactive Attitude etc.)
• Capacity for independent thinking, i.e. for finding ways to "resolve new problems or improving our services" on your own and share it with team members.
• With at least 2 years Customer Service / BPO experience.
• Working Knowledge on computers.
• Willing to work in a shifting schedule.
• Willing to work from home or at the office/business site as needed.
• Bachelor's degree or equivalent is an advantage.

Qualifications:

• 3-5 years in customer service or a related field, with at least 2 years in a leadership role.
• Proven experience in managing customer service or supporting customers for Korea market.
• Minimum of 5 years in customer service or a related field, with at least 2 years in a leadership role.
• Proven experience in managing customer service teams in Korea.

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