Customer Support Supervisor

Job Description

Title: Customer Support Supervisor

Company Name: PalmPay Limited

Vacancy: 1

Age: Na

Job Location: Anywhere in Bangladesh, Dhaka, Dhaka (GULSHAN 1)

Salary: Tk. 30000 - 50000 (Monthly)

Experience:

• At least 3 years
• The applicants should have experience in the following business area(s): Financial Technology (Fintech) Startup

• Bachelor/Honors

• At least 3 years
• The applicants should have experience in the following business area(s): Financial Technology (Fintech) Startup

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.

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.

Competitive salary with annual performance review. Festival bonuses and mobile/internet allowance. Opportunity to grow within a high-impact, fast-paced global fintech environment.