Senior Customer Service Operations Specialist

About the Role

moomoo is seeking a Senior Customer Service Operations Specialist to join its team in Riyadh, Riyadh Province. This full-time role focuses on establishing and maintaining high service standards, acting as a core contributor to quality and customer experience within the service department. The specialist will drive continuous improvement in overall service quality and customer satisfaction.

Key Responsibilities

The Senior Customer Service Operations Specialist will be responsible for the following areas:

1. Quality System Management & Optimization

   • Conduct daily quality inspections and scoring of service tickets.
   • Perform root cause analysis and propose improvement plans based on inspection findings.
   • Establish, implement, and iterate quality inspection processes and standards within the service department to ensure unified service quality.

2. Training Development & Employee Enablement

   • Conduct new hire onboarding training.
   • Develop ongoing skill enhancement programs for existing staff.
   • Create training materials and plans, and organize assessments based on business needs.
   • Deliver targeted training sessions and case study sharing based on business requirements and quality inspection findings.

3. Customer Experience Insights & Optimization

   • Respond to, collect, and analyze customer feedback and suggestions.
   • Identify experience pain points and translate them into actionable optimization requirements.
   • Collaborate with cross-functional teams (*, Product, Technology, Business) to drive the implementation of experience improvement initiatives.
   • Monitor the effectiveness of implemented initiatives.

Experience and Qualifications

Candidates for this role should possess 2-5 years of relevant experience. The position requires a professional who can systematically monitor quality, effectively enable employees, and derive in-depth customer insights to enhance service quality and satisfaction.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within the Riyadh Province. The role involves working within a service department focused on maintaining and improving customer experience.