Customer Experience Lead 📞

At Splyt we are on a mission to make people feel at home anywhere by building the world’s largest on-demand lifestyle service marketplace. Come join us on this ride!
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About Splyt

We are a B2B middleware technology company that connects various partners in the mobility and travel space through our proprietary API integration. Our technology enables our partner network to expand their services, whilst allowing their customers greater options when they travel - all within the apps they already know and trust. Currently, Splyt’s verticals include ridehailing, micromobility, public transport and food delivery, with our platform well-suited to adding a multitude of additional verticals in the future.

Working with us 

We’re a fun, diverse and enthusiastic bunch from all corners of the world (with 17 nationalities and 20 languages spoken amongst our employees). We live and breathe our values of Ingenuity, Independence, Collaboration, and Laughter. Our exceptional culture is underpinned by an empowering, collaborative learning environment where our people are constantly stretched and growing to be high-performing and, most importantly, happy.

Splyt’s Customer Experience team is a multilingual and dynamic team that does exceptional work across our partner network for all customer queries. We are now on the hunt for a fantastic Customer Experience Lead to join our ranks in Malaysia. This role will report directly into our detail-oriented and caring Customer Experience Manager. 

The role 

In your role as Customer Experience Lead, you will be responsible for developing and managing our customer support team and act as a first escalation point for the team. As part of our team, you will evangelise Splyt’s mission, culture and values whilst continuously improving the service experience. 

What you’ll be doing

  • Provide fast and accurate customer service via live chat, email and phone and help them get the most out of our service
  • Escalate complaints to third parties and communicate throughout the resolution process
  • Hire, train, coach and motivate a team of multilingual support specialists
  • Develop and maintain a deep understanding of Splyt’s products and services and relevant internal processes and contribute in process improvement
  • Ensure the team’s knowledge is always up-to-date
  • Contribute and share ideas to decrease the workload and improve the quality & speed of Splyt’s customer support

Who we are looking for

  • At least two years experience as a Customer Support Team Lead / Manager or similar Customer Services role
  • Details matter to you. A lot.
  • Fluent in English & Mandarin is essential! Additional languages is a plus
  • We are a 24/7/365 operation, shift work with night and weekend shifts may be required
  • Fearlessness and proactiveness. We deal with live orders. Every minute counts. Make fast decisions and have them be right
  • You always put yourself in the customer’s shoes
  • Positive and hard working attitude. You constantly raise the bar to yourself and the team
  • Excellent oral and written communication
  • Affinity with technology

Desired skills and experience

  • Empathic, customer-friendly individual, with service oriented mindset
  • Ability to work ad hoc projects with multiple deadlines and under pressure
  • Startup mindset - comfortable working in a highly dynamic environment
  • Experience with Zendesk, Intercom or similar customer service tools
  • Customer support experience in ride hailing or food delivery is a huge plus!

What we can offer you

  • Competitive salary
  • Subsidised lunches or dinners
  • Working with a talented and motivated international team
  • Amazing personal growth experience

 

Or, know someone who would be a perfect fit? Let them know!

Working at Splyt

Splyt is a hub of ambition. We are driven by an eagerness to grow, and to leave a lasting and meaningful impact on the world around us.

Innovation at Splyt means finding new ways to do more of what we love. This means we think fast, work smart, laugh often, learn from the lows and celebrate the highs. We support and motivate each other in order to influence change that we truly believe in.

Though we are a diverse team from around the globe, we’re unified in our mission to transform mobility into an integrated and connected experience for people all over the world. We won’t stop until we get there.

Sound like fun? Come join us - we’re hiring!

Already working at Splyt?

Let’s recruit together and find your next colleague.

email
@splyt.com
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