Supervisor - Customer Service
Bangladesh
Full Time
Customer Service
Experienced
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 recognized globally for its rapid growth and innovation in fintech.
Position Overview:
PalmPay Bangladesh is seeking a dynamic and experienced Supervisor – Customer Service to oversee and optimize customer service operations across digital channels, inbound hotline, IVR, and customer service platforms.
The role will be responsible for ensuring service availability, monitoring operational performance, managing system readiness, and driving continuous improvements through AI automation and data-driven insights. This role is critical in enhancing customer experience, operational efficiency, SLA compliance, and self-service resolution by identifying service bottlenecks, coordinating with internal and external stakeholders, and implementing innovative solutions across the customer service ecosystem.
Key Responsibilities:
Required Qualifications & Experience
Compensation & Benefits:
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 recognized globally for its rapid growth and innovation in fintech.
Position Overview:
PalmPay Bangladesh is seeking a dynamic and experienced Supervisor – Customer Service to oversee and optimize customer service operations across digital channels, inbound hotline, IVR, and customer service platforms.
The role will be responsible for ensuring service availability, monitoring operational performance, managing system readiness, and driving continuous improvements through AI automation and data-driven insights. This role is critical in enhancing customer experience, operational efficiency, SLA compliance, and self-service resolution by identifying service bottlenecks, coordinating with internal and external stakeholders, and implementing innovative solutions across the customer service ecosystem.
Key Responsibilities:
- Lead the deployment and continuous improvement of AI-powered chatbots across digital customer service channels, focusing on intent training, fallback reduction, and self-service resolution.
- Monitor and optimize AI automation, smart routing, IVR, and chat solutions to improve customer service efficiency and reduce operational bottlenecks.
- Maintain inbound call availability by coordinating with telecom partners and identifying and resolving network outages within the defined SLA.
- Monitor inbound hotline traffic in real time to ensure smooth operations and maintain call loss rates within SLA requirements.
- Supervise the performance and availability of Customer Service platforms, identifying system bugs and critical abnormalities and escalating them to HQ within SLA.
- Manage system and platform access requests for new Customer Service Representatives (CSRs) to ensure timely onboarding and operational readiness.
- Analyze customer service data, operational feedback, and service trends to identify improvement opportunities and support the development of new features and workflows.
- Prepare and present Root Cause Analysis (RCA) reports for recurring operational issues, system failures, and customer service bottlenecks.
- Coordinate with HQ, IT, Product, Telecom, and other relevant teams to resolve technical and operational issues efficiently.
- Track key customer service performance indicators, including call availability, call loss rate, chatbot resolution, fallback rate, system uptime, and SLA compliance.
- Support continuous process improvement initiatives to enhance customer experience, service efficiency, and digital self-service capabilities.
- Ensure proper documentation, reporting, and follow-up of customer service operational issues and improvement initiatives.
Required Qualifications & Experience
- Bachelor’s degree in Business Administration, MIS/CIM or a related field from a recognized university (Masters will be preferred).
- 3–5 years of relevant experience in fintech, telecommunications, digital products, or customer service operations, with hands-on experience in inbound and outbound customer service systems.
- Proven experience with AI-powered customer service solutions, including NLP-based chatbots, sentiment analysis, intelligent automation, and digital customer support technologies.
- Strong understanding of IVR, hotline operations, telecom connectivity, SLA management, system monitoring, and customer service platforms.
- Strong analytical, problem-solving, communication, and stakeholder management skills, with the ability to conduct RCA and drive continuous operational improvements.
Compensation & Benefits:
- Competitive salary
- Festival bonuses and mobile/internet allowance
- Career growth opportunities in a fast-growing multinational fintech
- Opportunity to play a key role in strengthening sales capability across Bangladesh
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