Team Manager Mandarin Crypto
Job Summary
As a Team Manager, you will lead a frontline support team in a fast-paced fintech/crypto environment. You are responsible for ensuring operational stability, high service quality, and performance excellence. The role requires managing team activities, providing coaching, and ensuring SLAs are consistently met.
Responsibilities
- Coordinate daily team activities
- Provide coaching and operational support
- Ensure SLA compliance
- Monitor performance and operational trends
- Manage stakeholder communication
Required Skills
- C1 Mandarin and English
- BPO management experience
- Fintech/Crypto domain knowledge
- Leadership and decision-making skills
- Flexibility for rotational shifts
Job Details
Responsibilities:
- Coordinate the day-to-day activities of your team supporting the platform.
- Provide guidance, coaching, and operational support to team members, identifying performance, quality, and training needs.
- Define and manage tasks, roles, and responsibilities to ensure your team meets or exceeds SLAs agreed with the client.
- Supervise team performance, focusing on quality, accuracy, efficiency, and risk awareness, ensuring consistent decision-making in a high-volume, real-time trading support environment.
- Monitor operational trends and identify potential issues impacting customer experience or platform trust.
- Report on team performance and propose data-driven improvement actions.
- Act as an escalation point and ensure timely communication with stakeholders.
- Lead by example in a 24/7 operational environment and support your team in achieving its full potential.
- Perform 5 days’ shift work, including weekends & public holidays (8am–5pm / 4pm–1am / 12am–9am).
Requirements:
- C1 / close-to-native Mandarin, written & spoken.
- C1 English, written & spoken.
- Minimum 1 year of experience in a BPO environment.
- Minimum 1 year of experience in managing customer support teams.
- Previous exposure to fintech, trading platforms, or high-accuracy service environments is a strong advantage.
- Strong communication, leadership, and stakeholder management skills.
- Ability to adapt quickly, reprioritize, and make sound decisions in a fast-moving environment.
- Proactive mindset, driven to suggest and implement quality improvements.
- Willingness to work onsite and in flexible, rotational shift schedules.
- Legal work authorization in Malaysia is required.
Benefits:
- Leadership exposure on a global crypto-currency project.
- Opportunity to grow fintech & crypto operational expertise.
- Work in a high-impact, high-visibility environment.
- Competitive compensation and benefits aligned with role and shift pattern.
- International exposure and collaboration with multicultural teams.
- Learning and development programs to support your leadership growth.