Customer Service Supervisor

Dhaka, Gulshan - 1, Bangladesh
Full Time
Customer Support
Mid Level

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

1. 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.

2. 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.

3. 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.

Qualifications & Skills

Experience

  • 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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