Customer Support Manager

5 hours ago

Dhaka, Dhaka, Bangladesh PALMPAY LIMITED Full time
About PalmPay

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

Operating in Nigeria, Ghana, Tanzania, Bangladesh, Pakistan, and the Philippines, PalmPay has been recognised 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

PalmPay is seeking an experienced and people-focused Customer Support Manager to lead and manage customer service operations in Bangladesh. This role is responsible for ensuring high-quality customer support across all channels, managing service teams, improving processes, and driving customer satisfaction in a fast-paced fintech environment.

The ideal candidate will have strong leadership experience in customer service or contact center operations, preferably within fintech, MFS, banking, telecom, or digital services.

Key ResponsibilitiesCustomer Service Operations Management

  • Oversee day-to-day customer service operations across call center, chat, email, and social media channels.

  • Ensure timely and accurate resolution of customer inquiries, complaints, and escalations.

  • Maintain high service quality standards aligned with company SLAs and KPIs.

Team Leadership & Performance Management

  • Lead, coach, and develop customer service supervisors, officers, and agents.

  • Set clear performance targets and monitor achievement.

  • Conduct regular performance reviews, coaching sessions, and training needs assessments.

Process Improvement & Quality Assurance

  • Continuously review and improve customer service processes to enhance efficiency and customer experience.

  • Work closely with Quality Assurance teams to monitor service quality and implement corrective actions.

  • Identify recurring customer issues and collaborate with Product, Tech, and Operations teams to resolve root causes.

Customer Experience & Stakeholder Collaboration

  • Act as the voice of the customer by sharing insights, feedback, and trends with internal stakeholders.

  • Collaborate with Compliance and Risk teams to ensure complaint handling aligns with regulatory requirements.

  • Support new product launches by preparing customer service readiness, scripts, and FAQs.

Reporting & Data Analysis

  • Prepare and present daily, weekly, and monthly customer service performance reports.

  • Analyze service data to identify trends, gaps, and improvement opportunities.

  • Support management with actionable insights to enhance customer satisfaction and retention.

Required Qualifications & ExperienceEducation

  • Bachelor's degree in Business Administration, Management, Communications, or a related field.

  • Additional training or certification in customer service or contact center management is an advantage.

Experience

  • 7+ years of experience in customer service or contact center operations.

  • At least 3–5 years in a managerial or supervisory role.

  • Prior experience in fintech, MFS/PSP, banking, telecom, or digital services is highly preferred.

  • Experience managing large customer service teams and handling escalations.

Skills & Competencies

  • Strong leadership, coaching, and people management skills.

  • Excellent communication skills in Bangla and English.

  • Customer-centric mindset with strong problem-solving ability.

  • Ability to analyze data and translate insights into action.

  • Comfortable working in a fast-paced, high-volume service environment.

Compensation & Benefits

  • Competitive salary

  • Performance-based incentives

  • Festival bonuses and mobile/internet allowance

  • Career growth opportunities in a global fintech organization

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