Job Description

What we do, and why we do it


The banking system is evolving to give consumers the transparency, control and financial wellbeing they
deserve. In a world where technology can change how we live for the better, there is no reason to be burdened by legacy
systems, bureaucracy and mediocrity. It\xe2\x80\x99s time for a change, and you can be part of this revolution!


BigPay is everything you wish your bank was: fair, transparent, frictionless. We went back to the drawing board to
explore how new technologies could bring power back to you. Our goal is to solve real world money problems for
millions of people by empowering them, and providing a simple interface for users to send, receive and track their
money.


Life at BigPay
We\xe2\x80\x99re fast, curious and ambitious. We are on a fearless adventure to change financial services for consumers,
and we value ownership, initiative and leadership from everyone in the company. We\xe2\x80\x99re going out of our way to
recruit the most intelligent, creative and talented people in the world. We want innovators, and that means
maintaining an environment where they can flourish. Our only boss is the consumer. BigPay values highly
collaborative, hardworking people, who can deconstruct problems on the fly and take the team with them, while
being inventive, iterative and agile. We never want to reach a stage where you are not challenged on a daily
basis \xe2\x80\x93 because it means we\xe2\x80\x99re not going fast enough.


We are Hiring
Customer Experience Associate. A go-getter, and problem solver mindset to proactively customize solution for
each customer needs.


About the job

• Inquiry management (inbound and outbound) on chats, phone calls, emails or social media platform
• This role includes working on days/nights to support a 24/7 operation working on a rotating shift basis.
• Be an advocate for our customer and provide support by answering their questions in a proactive, clear and

efficient manner within guidelines and targets set.

• Provide support to the outsourced CS teams including having regular training and alignment sessions
• Reporting to the Customer Experience Manager to ensure customer success metrics and department\xe2\x80\x99s KPI/SLA

are met.

• Resolve any escalated customer complaints and manage any trends or risks identified, which include

policy/process improvements.


To be successful

• At least 1-2 years of experience leading teams in a contact center environment supporting customers through

calls, emails and chats or social media platforms.

• Strong analytical skills in addition to having good written and verbal communication skills in both Thai and

English language

• You will need to be proactive and bright, able to adapt quickly and efficiently, act on your own initiative and

help grow the team and our capabilities at considerable speed

• Ability to multi-task, prioritize, and manage time effectively
• Experience with Zendesk CRM and SQL will be an advantage

Why BigPay?

• Join a fearless adventure, where your opinion and input is highly contributional.
• Work in a fast paced, growing company where you will be empowered to succeed.
• An environment where you can challenge and be challenged.
• You will be surrounded by a multidisciplinary group of experts.
• Competitive salary & benefits.