What you’ll be spending your time on:

• Customer Inquiry Management: responding and resolving customer inquiries, requests, and concerns via phone, email, and chat in a timely and courteous manner
• Customer Satisfaction: ensuring exceptional support for our customers from start to finish providing relevant information
• Team Collaboration: work closely with other departments to ensure seamless customer support and issue resolution.
• Documentation: record and maintain detailed records of customer interactions, inquiries, and resolutions in our CRM system.
• Product Knowledge: maintain a thorough understanding of our products and services to provide accurate and relevant information to customers
• Feedback Collection: gather customer feedback and insights to help improve our products, services, and overall customer experience

For this role you are also:

• Customer centric with problem solving mindset
• Self-motivated to reach resolution, proactive and willing to take ownership
• Great at communication (verbal and written)
• Attention to details
• Able to multi-task using multiple systems, screens while doing active listening

For this role you must have:

• Proficiency in Japanese and English or Korean and English
• 1-3 years of relevant experience
• The right to work in South Korea

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

1. 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.

1. 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.

1. Quality, Compliance & Customer Experience Excellence

• Drive QA discipline, root‑cause analysis, and targeted coaching to improve customer experience and quality outcomes.
• Ensure strict compliance with regulatory, data‑handling, and KYC requirements.
• Translate customer insights into continuous improvement initiatives.

1. Stakeholder & Cross‑Functional Leadership

• Represent Korea Customer Care with regional and global stakeholders; provide structured feedback on issues, gaps, and customer impact.
• Partner with Training and Knowledge teams to ensure readiness for launches, changes, and updates.

1. Change Management & Strategic Contribution

• Lead local execution of regional and global initiatives, translating strategy into clear execution plans.
• Contribute to workforce planning, coverage modeling, and scaling discussions for Korea.

Leadership Competencies

• Ownership & Accountability – acts as the owner of outcomes, not just activities.
• People‑First Leadership – balances empathy with high standards and clear expectations.
• Execution Excellence – converts strategy into disciplined execution.
• Analytical Thinking – uses data to diagnose issues and drive decisions.
• Influence Without Authority – collaborates effectively across functions and geographies.
• Change Leadership – leads teams confidently through change and uncertainty.

This is what we value.

• A humble, caring professional who puts your customers and colleagues first
• Always striving for excellence in everything you do
• Super focused on getting things done, finding a way when others only see the challenges.
• A passionate person who wants to get wholeheartedly behind the mission.
• Someone who strives for excellence, always searching for a way to be better.
• A team player who understands that collaboration is the key to success

#LI-SL3

Job Description

The Premium Service Specialist team oversees and operates Payoneer’s end to end customer experience and proactively addresses issues for our top clients. The team combines service-orientation aiming to ensure smooth customer experience while keeping Payoneer compliant with top industry practices.

Role Responsibility:

• Provide high quality services to VIP customers via different channels
• Responsible for end-to-end resolution efficiency of operational issues
• Work closely with sales team and understand customer profiles
• Maintain a high customer satisfaction and quality standard when in compliance with policy and regulations
• Identify potential risks for major complaints and escalate

Is this you?

The Payoneers are:

Accountable | Adaptable | Collaborative | Communicative | Fast Learners | Independent | Motivated | Problem Solvers | Resilient | Technically Proficient

For this role you are also:

• Customer centric with problem solving mindset
• Self-motivated to reach resolution, proactive and willing to take ownership
• Great communication skills
• Attention to details

Qualification requirement:

• 3 years + proven experience in a customer facing role from international company
• Bachelor’s degree and English CET-4
• General knowledge of computers and Microsoft Office applications:
• Experience with fintech, banking, or eComs industry is a strong plus

The Escalation Fastlane Specialist will serve as the primary point of contact for VIP and high-tier clients, providing end-to-end solutions and ensuring seamless communication with internal teams.

This role requires a deep understanding of clients' business needs, proactive problem-solving, and the ability to foster strong, long-term relationships.

Seoul | Hybrid | Full-time

What you’ll do 

• Serve as the main contact for VIP and high-tier clients, building and maintaining strong, long-term relationships.
• Understand clients' business needs, goals, and challenges to provide tailored solutions and troubleshoot issues with different departments.
• Anticipate client needs and proactively offer support
• Coordinate with internal teams (e.g., GTM, sales, support ,GBT, risk, product, technical teams) to ensure seamless service delivery.
• Oversee onboarding, implementation, and ongoing support processes.
• Ensure clients receive high-priority support and timely resolutions to issues.
• Act as an advocate for VIP clients within the organization to influence product development and service improvements.
• Identify and flag potential risks on VIP accounts for retention or satisfaction.
• Seek opportunities to enhance account management processes.
• Participate in training and development to improve skills and knowledge.
• Identify opportunities for upselling, cross-selling, and renewals.

Who you are 

• Ability to challenge conventional approaches and explore new ideas to enhance service delivery and client engagement.
• Overall, 5 years of experience in customer service with proven 2 years’ experience in client relationship management, preferably with VIP or high-profile clients.
• Strong understanding of account management.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with internal teams and manage multiple priorities.
• Proactive problem-solving skills and attention to detail.
• Knowledge of industry trends and market developments.

#LI-SL3