Process Excellence Manager
Asia / Global
Customer Support – Customer Support /
Full-time: Remote /
Remote
About the role:
We are seeking a highly motivated and talented Process Improvement Expert to join our dynamic Customer Service Process Team. This role is pivotal in enhancing our customer support processes, ensuring a seamless and efficient experience for our users. The ideal candidate will possess a strong analytical mindset, excellent problem-solving skills, and a passion for continuous improvement.
Responsibilities:
- Analyze current customer support processes to identify areas for improvement and optimization.
- Develop and implement innovative strategies to enhance the efficiency and effectiveness of customer support operations.
- Collaborate with cross-functional teams to design and execute process improvement initiatives (Eg :product team).
- Monitor and evaluate the impact of implemented changes, ensuring they meet desired outcomes and contribute to overall customer satisfaction.
- Utilize data-driven insights to make informed decisions and drive continuous improvement efforts.
- Provide training and support to customer support teams on new processes and best practices.
- Stay updated with industry trends and best practices to ensure the company remains at the forefront of customer support excellence.
Requirements:
- Bachelor’s degree in Business Administration, Project/ Operations Management, or a related field.
- 3-5 years proven experience in process improvement, preferably within a customer support or service environment.
- Strong analytical skills with the ability to interpret complex data and make data-driven decisions.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
- Proficiency in process improvement methodologies such as Lean, Six Sigma, or similar.
- Ability to manage multiple projects simultaneously and meet deadlines in a fast-paced environment.
- Passion for cryptocurrency and blockchain technology is a plus.
