Open to opportunities

Jiun Ee Low

@jiuneelow

Message

Experienced customer service leader with expertise in fintech and e-commerce.

Malaysia

Message

What I'm looking for

I am looking for a role that values innovation and customer-centric strategies, with opportunities for growth and leadership.

I am a seasoned customer service leader with extensive experience in the fintech, e-commerce, and travel industries. My career has been marked by my ability to set up and manage contact centers across multiple countries, including Malaysia, Singapore, and Mexico. I have a proven track record of improving service levels, achieving SLAs of up to 95% and CSAT scores of 90% through strategic planning and hands-on management.

Currently, I serve as the Global Customer Service Lead at Bitget, where I have successfully expanded our overseas customer service team from 55 to 220 headcounts. I have implemented AI technologies to enhance customer experience and significantly reduced response times from 2 minutes to an impressive 45 seconds. My previous roles have equipped me with the skills to lead diverse teams, manage complex operations, and drive efficiency through innovative solutions.

My passion lies in creating exceptional customer experiences and fostering a culture of continuous improvement. I thrive in dynamic environments where I can leverage my expertise in client management, recruitment, and training to build high-performing teams. I am excited about the opportunity to contribute my skills and experience to a forward-thinking organization.

Experience

Work history, roles, and key accomplishments

Current

Global Customer Service Lead

Current

Bitget

Jan 2023 - Present (2 years 5 months)

Lead the Malaysia office and oversee a global client service team, expanding from 55 to 220 headcounts. Improved CS response time from 2 minutes to 45 seconds by optimizing processes and CRM tools. Introduced AI bot and implementing Open AI technology for self-service.

AI Technology

Senior Global Operations Director

Earnity

Sep 2022 - Jan 2023 (4 months)

Led the customer service, fraud & risk, and payment operations teams at a start-up. Established operations in Malaysia and enhanced CRM systems to improve marketing strategies aligned with customer experience.

Customer Experience Payments Operations

Global Client Service Manager

Bybit

Jun 2021 - Sep 2022 (1 year 3 months)

Set up the office site from scratch and managed backend operations including email, dispute, and fraud & risk teams. Led compliance processes and initiated chatbot automation to enhance user experience.

Backend Compliance

Customer Service Manager (Site Leader)

OKEx

Mar 2020 - Jun 2021 (1 year 3 months)

Restructured the customer service team, achieving a 300% expansion within 4 months. Implemented various tools to improve efficiency and quality, achieving high resolution rates and customer satisfaction.

Zendesk Intercom Quality

Operations Manager

Teleperformance

Jun 2019 - Mar 2020 (9 months)

Kick-started a new project in the flight industry customer service team, expanding from 25 to 300 headcounts in 6 months. Collaborated with clients to establish SOW and KPIs, and managed crisis projects.

Project Management Customer Collaboration KPIs P&L management

Customer Support Lead (Acting Manager)

Majorel

Feb 2018 - Jul 2019 (1 year 5 months)

Led a start-up team, expanding from 15 to 230 headcounts within 12 months. Successfully set up a site in Monterrey, Mexico for Booking.com within a tight timeline.

Site Setup

Operations Team Manager

Aegis BPO

Nov 2017 - Mar 2018 (4 months)

Assisted in the BPO transition project for Uber, focusing on hiring strategies and ensuring client expectations were met across North and Southeast Asia.

BPO