Customer Service Supervisor

7 days ago

Gulshan, Dhaka, Bangladesh PalmPay Full time ৳30,000 - ৳60,000 per year

About PalmPay
PalmPay is a leading neobank and fintech platform scaling financial inclusion across emerging markets. With over
40 million users
, we're building a digital financial ecosystem that empowers individuals and businesses through accessible, easy-to-use, and rewarding financial services.

Operating in
Nigeria, Ghana, Tanzania, and Bangladesh
, PalmPay has been recognized by
CNBC
as one of the
Top 300 Global Fintech Companies
and ranked
#2 overall
and
#1 in financial services
on the
Financial Times' Africa's Fastest Growing Companies 2025
list.

Position Overview
We are seeking a proactive and data-driven
Customer Service Supervisor
to enhance our AI-driven customer support ecosystem in Bangladesh. This role will lead the optimization of customer service platforms—combining product ownership, data analytics, and cross-department collaboration—to deliver efficient, user-centric support experiences. The ideal candidate will have a background in
fintech, digital products, or AI-based support solutions
, and will work closely with both technical and operational teams.

Key Responsibilities

  • End-to-End Product Ownership
  • Design and optimize AI-driven customer service solutions, including chatbots and voice response systems for internet banking and payment platforms
  • Define and maintain the product roadmap for customer support tools, focusing on improving efficiency and user satisfaction
  • Oversee system enhancements to ensure stability, speed, and accuracy in issue resolution
  • Cross-Functional Collaboration
  • Serve as a key bridge between technical teams (R&D/AI) and operations teams (customer support centers and hotline suppliers)
  • Coordinate implementation plans, ensuring seamless communication and system integration
  • Support the rollout of new support technologies, tools, and policies across all service channels
  • Data-Driven Optimization
  • Analyze user feedback and behavioral data to refine self-service features and reduce reliance on manual intervention
  • Monitor and improve key performance indicators (KPIs) such as first-call resolution rate, average handling time, and chatbot accuracy
  • Identify process inefficiencies and recommend strategic improvements for customer satisfaction

Experience
Qualifications & Skills

  • 2–4 years of experience in fintech, telecom, or digital product management, focusing on inbound and outbound customer service systems
  • Proven experience in AI-powered customer support tools, such as NLP chatbots, sentiment analysis, or automation platforms

Hard Skills

  • Proficiency in prototyping tools (Figma, Axure) and PRD documentation for complex workflows
  • Understanding of contact center technologies (IVR, CTI), CRM systems, and API integrations
  • Data analysis proficiency to derive actionable insights from service metrics and customer feedback

Soft Skills

  • Strong analytical and problem-solving abilities
  • Excellent communication and collaboration skills
  • Proactive mindset with a passion for improving customer experience through technology

Compensation & Benefits

  • Competitive salary with annual performance review
  • Festival bonuses and mobile/internet allowance
  • Opportunity to grow within a high-impact, fast-paced global fintech environment

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