Head of Customer Service and Telemarketing

About the role :

Fully responsible for the strategic planning, team building, and operational management of the Customer Service & Marketing Center (dual functions : customer service + telemarketing). Lead and expand a cross‑functional team of 100+ members to enhance user satisfaction, deposit conversion, and retention through customer support, sales conversion, and client follow‑ups. Collaborate efficiently with marketing and operations teams to form a closed‑loop workflow. Accountable for key service metrics such as FRT (First Response Time) and HRT (Handling Resolution Time). Industry Background : Overseas internet gaming / real‑money gaming (iGaming) / large‑scale BPO / overseas financial Fintech.

Role and Responsibilities :

• Develop and implement overall strategies for the Customer Service & Marketing Center, covering customer service, telemarketing, quality assurance training, risk control, and audit modules.
• Optimize workflows for customer service and telemarketing to ensure continuous improvement in key metrics such as FRT, HRT, and sales conversion rates.
• Coordinate with marketing and operations teams to execute user follow‑ups, re‑engagement campaigns, cross‑selling, and other conversion activities.
• Set and monitor team KPIs, including response time, conversion rate, retention rate, customer satisfaction, and other core indicators.
• Establish standardized quality inspection and training systems to enhance team service levels and business capabilities.
• Guide the risk control team in identifying and addressing risky user behaviors to ensure compliant operations.
• Continuously explore user needs and pain points to drive product optimization and improve customer experience.

Requirements :

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