Thunes
Financial Services
MemberExperienceTeamLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Member Experience Team Lead at Thunes. Skills: People leadership, Customer support management. Manage and support a high-performing team. Deliver outstanding service to customers”
What You'll Achieve.
Deliver outstanding service; Ensure seamless support; Improve service quality
Industry & Context.
Analytical skills
Work primarily onsite
What They're Looking For.
Must Have
High degree of self-sufficiency, Solution-focused approach, Ability to adapt to fast-paced environment, Analytical skills, Communication skills, Fluent in written and spoken English
What You'll Do.
Manage and support a high-performing team
Deliver outstanding service to customers
and effective support
Drive operational excellence
Promote a customer-centric culture
Continuously seek ways to improve service quality
Build psychological safety
Facilitate career growth conversations
Drive high standards and ownership
Maintain accountability
constructive conversations about performance gaps
Partner with team members to close performance gaps
Make decisions during critical incidents
Manage crisis communications
Manage internal conflict or friction
Adapt to a fast-paced environment
Deal with complex deliverables
Deal with ambiguous situations
Tailor messages for agents
Tailor messages for customers
Tailor messages for technical stakeholders
Facilitate floor leadership
How You'll Work.
Team & Collaboration
Customer support team; Technical stakeholders
Communication Scope
Written communication; Spoken communication
Full Job Description
About Thunes Thunes is the Smart Superhighway for money movement around the world. Thunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 140 countries and more than 90 currencies. Thunes’ Network connects directly to over 12 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more. Thunes’ Direct Global Network differentiates itself through its worldwide reach, in-house Smart Treasury Management Platform and Fortress Compliance Infrastructure, ensuring Members of the Network receive unrivalled speed, control, visibility, protection, and cost efficiencies when making real-time payments globally. Members of Thunes’ Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Headquartered in Singapore, Thunes has offices in 15 locations, including Barcelona, Beijing, Dubai, London, Manila, Nairobi, Paris, Shanghai, Hong Kong, Miami, Johannesburg, Riyadh, San Francisco and Atlanta For more information, visit: https://www.thunes.com/ Context Of The Role The Member Experience (MX) Operations Team Lead will manage and support a high-performing team responsible for delivering outstanding service to our customers. This role is pivotal to ensuring our clients receive seamless, timely, and effective support. The successful candidate will drive operational excellence, promote a customer-centric culture, and continuously seek ways to improve service quality in alignment with Thunes' standards. Key Role Responsibilities People Leadership you understand what they mean for the business. Proven track record of high-engagement leadership. You have the ability to build psychological safety and facilitate meaningful career growth conversations, while simultaneously driving high standards and ownership. Proven ability to drive result
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