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Payoneer is a global financial platform founded in 2005 that simplifies cross-border business operations. The company serves customers and partners in over 190 countries, offering solutions spanning global payments, compliance, multi-currency management, workforce management, working capital, and business intelligence.
This role manages a team of client service specialists dedicated to delivering premium service to Payoneer's top-tier and VIP customers. These customers have diverse profiles and high service expectations, requiring consistent support across their entire journey from onboarding through payment withdrawal. The manager ensures the team meets all KPIs while building strong relationships between customers and the sales organization.
Key Responsibilities:
- Oversee day-to-day operations and quality standards for the China client service delivery team
- Plan resource allocation and participate in recruitment and hiring processes
- Drive operational excellence by leading initiatives to meet and exceed KPI targets
- Maintain close partnerships with the sales team to ensure smooth customer engagement
- Partner with operations teams across local and global functions to drive continuous improvement
- Manage all people-related issues, oversee talent development, and maintain team stability
Required Qualifications:
- Bachelor's degree or above
- Fluent English (verbal and written)
- Native or near-native Mandarin speaker
- 10+ years of professional experience with 5+ years in people management
- 3+ years of solid experience in client service, customer support, or sales environments, specifically dealing with top-tier customers
- Fintech, payments, or e-commerce experience is a strong plus
Desired Attributes:
- Self-starter who learns quickly in fast-paced environments
- Service-oriented mindset with deep understanding of client service and operations
- Passionate, committed professional with excellent interpersonal skills
- Strong work ethic and personal accountability
- Collaborative team player willing to support colleagues
- Strong people management and internal/external influencing skills
- Excellent organizational skills with attention to detail and multitasking ability
- Proficient in Microsoft Office
- Authorized to work in China
