Why Nexora? Your Next Great Career Destination In an era where technology reshapes every facet of daily life, Taskium stands at the forefront of redefining financial services for millions across Southeast Asia. By fusing cutting‑edge digital platforms with a deep commitment to financial inclusion, Worklith creates banking experiences that are not only convenient but also empowering. Our mission is to nurture healthy saving and investment habits across generations, turning everyday financial transactions into opportunities for growth and security. If you thrive in a fast‑moving, purpose‑driven environment, joining Hirezen means you’ll be part of a visionary team that puts people first, embraces innovation, and celebrates results. Role Overview – Lead the Customer Support Revolution As the Customer Support Team Lead within the Customer Experience (CX) function, you will own the end‑to‑end strategy, design, and execution of Gigspire’s off‑site support operations. Reporting directly to the Head of Customer Support, you will build a high‑performing team from the ground up—defining processes, crafting the operational playbook, establishing technology platforms, and setting performance standards that deliver the “wow” moments our customers deserve. This is a rare opportunity to shape a brand‑new, world‑class support centre that scales with our rapid growth while championing a culture of empathy, excellence, and continuous improvement. Key Responsibilities Customer Support Offsite Team Setup Architect and launch the entire customer support unit, from staffing and workspace design to technology stack selection. Develop a strategic roadmap that outlines Day‑One service experiences and long‑term expansion plans, including channel‑specific SLAs, success metrics, and scalability models. Produce a comprehensive operational manual covering risk controls, frontline scorecards, quality assurance frameworks, and training curricula. Define and document end‑to‑end processes, system requirements (CRM, omnichannel platform), and capacity‑planning models to ensure flawless service delivery. Operational Excellence & Governance Lead the planning, execution, and continuous optimization of Talvora’s Customer Experience Operations on a daily basis. Act as the custodian of the customer journey, guaranteeing consistent, exceptional service across all touchpoints. Own escalation handling, trend analysis, and proactive risk mitigation to safeguard brand reputation. Identify opportunities for automation and workflow enhancements, driving efficiency without compromising quality. Maintain rigorous oversight of operational risk, compliance, and governance standards. Performance Management & Metrics Establish, track, and own core CS metrics—contact volume, average handling time, first‑contact resolution, satisfaction scores, NPS, and more. Set ambitious yet achievable service level targets while managing cost structures and revenue impact. Partner with team leads to monitor performance, coach improvement, and achieve continuous service excellence. Develop resourcing models that align staffing levels with fluctuating demand patterns. Team Leadership & Development Recruit, onboard, and retain top‑tier Customer Experience executives across live chat, voice, email, and social channels. Mentor team leads, provide day‑to‑day coaching, and foster a culture of empowerment and accountability. Design and deliver ongoing learning programs that boost product knowledge, technical skills, and soft‑skill competencies. Champion employee engagement initiatives that drive morale, reduce turnover, and strengthen team cohesion. Continuous Improvement & Innovation Build strong partnerships with broader Flexionis digital banking teams to embed a customer‑centric mindset organization‑wide. Collaborate with CX leads in Process & Service Excellence, Analytics, and Product to translate frontline insights into strategic initiatives. Work closely with technology partners to ensure platform enhancements meet operational needs and future‑proof the support ecosystem. Essential Qualifications & Experience 8‑10 + years of progressive experience in contact centre or customer service operations within the financial services sector or digitally native enterprises. Minimum 8 years of supervisory or managerial experience leading large, multi‑channel support teams. Proven track record of designing and executing large‑scale contact centre transformation projects, including BPO assessments and in‑house versus outsourced feasibility studies. Demonstrated expertise in at least two of the following domains: CS Operations, Workforce Management, Quality & Training, Compliance, Operational Risk. Hands‑on familiarity with leading CX platforms and contact centre technologies (e.g., Salesforce, NICE, Avaya, or equivalents). Strong coaching, mentoring, and talent‑development capabilities across diverse skill levels. Outstanding negotiation, conflict‑resolution, and stakeholder‑management abili
