Head of Customer Service

About Us

Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.

About Us

Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.

Today, Circles partners with leading telco operators across 14 countries and 6 continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and

digital experiences enjoyed by millions of consumers globally.

Besides Its SaaS Business, Circles Operates Two Distinct Businesses

• Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles' SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity.
• Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year.
  
  

Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.

Job Description

We are currently looking for a Head of Customer Happiness & Operations, who is exceptional at set-up strategy and execution, and has a passion for customer success and satisfaction, dedicated to our company markets.

As a key member of our team, your responsibilities include but not limited to:

• Collaborate with the region to plan, lead, and implement strategic business improvement processes, policies and procedures
• Drive all in-country process improvement initiatives working with other key stakeholders; geared towards improving the overall customer experience of our customers in Pakistan
• Own the end to end customer lifecycle experience, including re-engineering processes, innovating customer service models and driving exceptional customer satisfaction and efficiency of our operations
• Foster good working relationship, promote cooperation and commitment within the team & leaders within the organizations to achieve goals (and company OKRs) and deliverables
• Optimize contracts, performance, digital tools and risk management processes through digitization and innovation
• Lead a lean customer service and operations team
• Handle complex and escalated customer service issues and coordinate customer service projects and initiatives
• Work directly with Head of Customer Happiness & Head of Operations on strategic planning, providing thoughtful and innovative insight on improvements
  
  

What's on offer?

In This Role, You Can Expect

• Unique opportunity to be a part of innovating the telecommunications industry (a company of its kind in all of Asia)
• Once in a lifetime chance to help shape a brand from the ground up
• Autonomy in the role and in managing your own portfolio
• Exposure to the fast-paced world of high-tech start-ups
• Attractive experience and compensation
• Working with passionate, smart and driven colleagues in a vibrant environment
  
  

Requirements And Qualifications

• At least 10+ years solid hands on management experience in Customer Experience and Operations
• Led a team of more than 25 direct and indirect reports
• Experience in customer service and operations (a big plus) with focus on digital industries (e-commerce, tech)
• Has a good understanding of start-up culture.
• Agile and competent in adapting to changes quickly
• Has an excellent understanding of customer lifecycle strategy, performance, and customer experience KPIs.
• Has excellent decision-making and influential skills, able to provide reasonable justifications on what needs to be done.
• Has excellent planning, strategy, and execution skills needed to manage projects
• Highly adept on process improvement methodologies.
• Hands on and dives deep into details
• Excellent communication and interpersonal skills with the ability to work with all levels.
• Excellent communication and presentation skills both verbal and written with ability to effectively communicate and partner with multiple levels of the organization
  
  

Who You Will Work With

• Reports to : Regional Head of Operations & CH
• Other key relationships: Key leaders across Operations, Product, Engineering, Marketing, Finance, B2B & People & Culture

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionManagement and Manufacturing
• IndustriesSoftware Development

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