Open to opportunities

Jiun Ee Low

@jiuneelow1

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

Malaysia

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What I'm looking for

I am looking for a role that challenges me and allows for growth, ideally in a dynamic environment focused on customer experience and operational excellence.

I am a seasoned customer service leader with extensive experience in the fintech, e-commerce, and travel industries. My career has been marked by successful projects in setting up contact centers across multiple countries, including Malaysia, Singapore, and Mexico. I have consistently achieved high service level agreements (SLA) and customer satisfaction (CSAT) scores, demonstrating my commitment to excellence in client management and operational efficiency.

Currently, I serve as the Global Customer Service Lead at Bitget, where I have expanded our overseas customer service team from 55 to 220 headcounts and improved response times significantly. My innovative approach includes the integration of AI technology to enhance customer experience and streamline operations. I have a proven track record of leading multilingual teams and implementing effective strategies that drive business growth and improve service delivery.

Throughout my career, I have been dedicated to fostering a culture of continuous improvement and excellence. I thrive in dynamic environments where I can leverage my skills in project management, data analysis, and crisis management to deliver outstanding results. I am passionate about building high-performing teams and creating exceptional customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Global Customer Service Lead

Current

Bitget

Dec 2022 - Present (2 years 6 months)

Led the Malaysia office and oversaw the global client service team, expanding it from 55 to 220 headcounts and initiating multiple language teams. Optimized internal processes and CRM tools, improving CS response time from 2 minutes to 45 seconds, and introduced an AI bot for self-service.

Process Improvement Response Time Reduction

Senior Global Operations Director

Earnity

Sep 2022 - Dec 2022 (3 months)

Appointed to lead the CS, Fraud & Risk, and payment operations teams for a new start-up. Built up the Malaysia site and established the operations team, introducing Intercom CRM system to enhance marketing strategy aligned with customer experience.

Operations Management Payments Operations Site Setup CRM Intercom

Global Client Service Manager

Bybit

May 2021 - Sep 2022 (1 year 4 months)

As the start-up site lead in Malaysia, I established the office and built operations from scratch, incorporating a BPO strategy. Managed the CS backend operations team, including email, dispute, and fraud & risk, and led the compliance team for KYC processing. Initiated chatbot automation, reducing live chat agent headcounts by 20% and improving user experience through automated self-service inqui

BPO Strategy Backend Services Compliance KYC Dispute Resolution

Customer Service Manager (Site Leader)

OKEx

Mar 2020 - May 2021 (1 year 2 months)

Led CS restructuring, achieving a 300% team ramp-up within 4 months and expanding the Malaysia CS team. Implemented Zendesk, Intercom, and ADA AI bot to enhance CS efficiency and quality, resulting in an 85% 24-hour resolution rate, 93% CSAT, and 95% overall team QA score. Established the Malta site for CS operations to provide multi-lingual support.

Business Expansion Zendesk Intercom CSAT Quality Assurance

Operations Manager

Teleperformance

Jun 2019 - Feb 2020 (8 months)

Initiated a new project for the flight industry CS team, scaling from 25 to 300 headcounts in 6 months to support global English. Collaborated with internal teams and clients to establish SOW and realistic KPIs. Managed BCP for crisis management projects and controlled project P&L.

Operations Management Scaling Teams SOW KPIs Crisis Management P&L management

Customer Support Lead (Acting Manager)

Majorel

Feb 2018 - Jun 2019 (1 year 4 months)

As part of the start-up team, initiated with 15 headcounts and scaled to 230 headcounts within 12 months, including a Japanese team. Assigned to set up the Monterrey, Mexico site for Booking.com, completing the project in 3 weeks.

Scaling Teams Site Setup Project Management

Operation Team Manager

Aegis BPO

Oct 2017 - Feb 2018 (4 months)

Assisted with the BPO transition project for Uber from Sutherland to Aegis. Initiated hiring strategy and processes to ensure meeting client expectations for the North and Southeast Asia markets.

Operations Management BPO Process Improvement Client Management

Customer Support Team Manager

Sutherland Global Service

Dec 2016 - Oct 2017 (10 months)

Led the CS operations team for the UberEATS Taiwan market, managing 30 agents handling live chat, email, and voice calls. Successfully managed both ramp-up and ramp-down processes for the team.

Customer Support Management Team Leadership Live Chat Email Support Team Ramp Up Team Ramp Down