Member Experience Team Lead

About Thunes
Thunes is the Smart Superhighway for money movement around the world. Thunes' proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies. Thunes' Network connects directly to over 7 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more.

Members of Thunes' Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Thunes' Direct Global Network differentiates itself through its worldwide reach, in-house Smart Treasury Management Platform and Fortress Compliance Infrastructure, ensuring Members of the Network receive unrivalled speed, control, visibility, protection and cost efficiencies when making real-time payments globally.

Headquartered in Singapore, Thunes has offices in 12 locations, including Barcelona, Beijing, Dubai, London, Manila, Nairobi, Paris, Riyadh, San Francisco, Sao Paulo and Shanghai. For more information, visit:

Context Of The Role
The Member Experience (MX) Operations Team Lead will manage and support a high-performing team responsible for delivering outstanding service to our customers. This role is pivotal to ensuring our clients receive seamless, timely, and effective support. The successful candidate will drive operational excellence, promote a customer-centric culture, and continuously seek ways to improve service quality in alignment with Thunes' standards.

Key Role Responsibilities
Team Leadership & Development

• Lead, mentor, and inspire a team of customer experience professionals, fostering a collaborative and supportive work environment.
• Conduct regular training, coaching, and performance evaluations to enhance team members' skills and knowledge, ensuring they meet and exceed customer service standards.

Communication & Knowledge Management

• Communicate and relay up-to-date information to the team regarding the latest company news, discontinued processes, or any changes to specific processes or partner requirements
• Ensure the team is aligned and understands all necessary process and policy updates

Operational Excellence

• Oversee the daily operations of the CX team, ensuring that response and resolution times meet or exceed established service levels.
• Monitor key performance indicators (KPIs) and customer satisfaction metrics to identify trends, areas for improvement, actionable insights, and ensure that individual and team targets are met.

Process Improvement

• Analyze and refine customer support workflows to enhance efficiency, accuracy, and consistency.
• Implement and promote best practices, working closely with other departments to improve end-to-end customer experience.

Escalation & Issue Resolution

• Act as the escalation point for complex or high-priority customer issues, ensuring they are resolved quickly and effectively.
• Maintain a hands-on approach, assisting the team with challenging cases and setting an example of customer-first thinking.

Day-to-day Operations

• Supervise and manage the floor activities and Level 1 technical support workflows, ensuring agents efficiently provide first-line assistance for online payment accounts.
• Monitor real-time queues and agent performance to address immediate gaps and proactively support agents to meet service goals.
• Develop and maintain positive customer relations by coordinating with various internal functions to ensure customer requests are handled appropriately and in a timely manner.
• Ensure the team adheres to agreed processes, meeting required work standards, targets, and objectives.

Qualifications
Graduate from a reputable university with a relevant degree program

Essential Experience & Requirements

• At least 2 years' experience as a Team Lead or Supervisor in a BPO/contact center/shared service operations environment.
• Experience working in the financial industry (e.g., payments, fintech, banking) is a strong plus.
• IT experience in reading logs and understanding the statuses (e.g., technical support knowledge).
• Proven coaching experience and ability to develop individual team members.
• Experience with formal performance assessments and conducting tough conversations (e.g., PIPs, disciplinary action).
• Experience working with CRM tools like Zendesk is preferred. Experience with Slack and Jira is a plus.
• Able to work in a team environment and manage internal conflict.
• Must possess a can-do, solutions-focused approach with a high level of energy and ability to keep abreast of our pace to get things done quickly and at a high standard.
• Strong analytical and critical thinking skills dealing with highly complex deliverables.
• Proven ability to address escalated issues with speed and urgency.
• Strong communication skills, fluent in written and spoken English.

Sound like you? Apply now