Customer Service Manager

About YouTrip

YouTrip stands as the foremost and swiftly expanding multi-currency payment platform within the Asia Pacific region. Since pioneering the first multi-currency digital wallet in this area in 2018, YouTrip has grown to be the leading digital wallet trusted by millions, handling over US$15 billion in annual payment volume. Our offerings, including YouTrip for consumers and YouBiz for businesses, provide accessible and affordable financial solutions across the region. With over US$110 million raised, including a Series B backed by Lightspeed Venture Partners, YouTrip is committed to revolutionizing digital financial services across Asia Pacific. Having earned accolades such as the World Economic Forum's Global Innovator 2025 and CNBC's Top Fintech Company for two consecutive years, we foster an entrepreneurial environment valuing diversity and inclusion.

Role Overview

We are seeking a skilled Customer Service Manager to oversee our offshore customer support team dedicated to Australian users. This role entails leadership, operational accountability, and representing customer interests. You will manage team performance, customer support process ownership, and collaborate cross-functionally to enhance customer experiences.

Key Responsibilities

• Lead the offshore support team serving Australian customers, ensuring customer empathy, accuracy, tone, and quality resolution standards are met.
• Coach staff to adopt a broad perspective beyond individual tickets, emphasizing understanding the whole customer context.
• Maintain a culture prioritizing customers while upholding strict compliance and risk management practices.
• Manage end-to-end customer support experience, including handling escalated, complex, or sensitive issues such as fraud and identity verification.
• Serve as the ultimate escalation contact balancing regulatory requirements with favorable customer outcomes.
• Collaborate with Compliance, Legal, and Operations teams to ensure Australian regulatory adherence and translate regulations into practical, actionable guidelines.
• Develop, implement, and maintain SOPs, workflows, and escalation routes specific to Australian support operations.
• Identify and resolve recurring customer issues to decrease repeat outreach and friction while improving knowledge base resources.
• Partner across Product, Marketing, and Operations to forecast and respond to customer impact from product launches or campaigns.
• Highlight customer insights to inform product roadmap and participate in incident management aiming for root cause resolution.
• Monitor and report on KPIs including resolution times, customer satisfaction, quality assurance, backlog status, and escalation counts.
• Utilize data analytics to detect trends and opportunities for continuous customer experience enhancement.

Candidate Requirements

• Minimum of four years in customer operations, experience management, or customer experience leadership roles.
• Demonstrated success managing offshore or geographically distributed support teams.
• Proven customer-centric approach with an ability to evaluate the entire customer service journey.
• Experience within fintech, financial services, or regulated industries.
• Strong knowledge of Australian customer service standards, consumer protection laws, AML/KYC regulations.
• Ability to thrive in dynamic, rapidly growing environments.

Preferred Skills and Qualities

• Effective and confident people leader focused on coaching and customer-first principles.
• Excellent judgment balancing customer experience with compliance and risk considerations.
• Operational excellence with skill in translating insights into scalable processes.
• Clear communication abilities, particularly for simplifying complex regulatory policies.
• Analytical and data-driven mindset to enhance performance and customer outcome metrics.