Sr Customer Care Team Leader
Confirmed live in the last 24 hours
Payoneer
Job Description
About Payoneer
Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.
By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.
Role summary:
- The Senior Customer Care Team Leader is a critical onsite leadership role responsible for owning end‑to‑end performance, capability building, and operational stability of the Korea Customer Care (CC) team. This role goes beyond day‑to‑day people management and acts as the local authority for customer experience, quality standards, operational execution, and cross‑functional alignment.
- You will lead senior and junior Customer Care Representatives, ensure consistent delivery against SLAs, CSAT, QA, and productivity KPIs, and serve as the primary bridge between the Korea CC team and regional/global stakeholders. This role requires strong judgment, maturity, and the ability to lead through ambiguity and change.
- Role Duration: Full time
- Location: Seoul, Korea
- Hybrid
Who you are
Mandatory Requirements
- 8+ years of experience in Customer Care / Operations, with at least 5+ years in a people‑leadership role.
- Proven track record of leading high‑performing customer support teams in a fast‑paced, KPI‑driven environment.
- Strong command of English and Korean (verbal and written) – required for regional/global collaboration.
- Demonstrated ability to manage performance using data, dashboards, and structured reviews.
- Experience handling escalations, ambiguity, and operational change with confidence and sound judgment.
- High level English/Korean – a must
Preferred / Strong Advantage
- Experience in fintech, payments, SaaS, or regulated environments.
- Experience working with global or regional stakeholders across time zones.
- Background in international or multilingual customer support operations.
- Experience leading teams through process changes, system migrations, or rapid growth.
- Japanese language Skills
Key Responsibilities & Accountabilities
-
People Leadership & Capability Building
- Own end‑to‑end people management for the Korea CC team, including hiring support, onboarding, coaching, performance management, and retention.
- Lead performance and development through structured 1:1s, feedback, and data‑driven reviews; build succession and bench strength.
- Foster high engagement, accountability, and psychological safety while managing underperformance decisively.
- Operational Ownership & KPI Management
- Own delivery of core KPIs (SLA, CSAT, QA, productivity, backlog health, adherence) and drive corrective actions through regular performance reviews.
- Ensure consistent execution of global CC policies, SOPs, and quality standards, localized for the Korea market.
- Act as the first escalation point for complex customer issues and operational risks.
- Quality, Compliance & Cus
