We are looking for a skilled Client Relationship Manager to lead the setup and daily operations of our Thailand client support team. You will help define our service standard, train the team, and provide exceptional post-sales and platform assistance to clients from fintech and online trading brands.
Key Responsibilities
Team Leadership & Development
- Recruit, train, and lead a high-performing CS team (experience in setting up a team is a strong advantage)
- Set and track KPIs such as response time, resolution rate, and CSAT
- Develop onboarding, training, and quality assurance frameworks
Client Experience
- Support clients on platform operations and usage (e.g., account access, product knowledge)
- Resolve complex issues with empathy and professionalism
- Work closely with Sales to assist with converting leads through premium post-sales support
Service Optimization
- Build and maintain internal FAQs and knowledge base
- Gather client feedback to improve service quality
- Report on customer support performance and trends to management