Role Overview
We are looking for a dynamic and hands-on Customer Service Manager to lead and elevate our customer support operations. This role will oversee daily service delivery, manage a team of customer service representatives, and ensure a seamless, high-quality customer experience across all touchpoints.
Key Responsibilities:
Team Leadership & Management
- Lead, coach, and develop a team of customer service representatives to achieve performance targets and service excellence
- Monitor team productivity, quality, and adherence to SLAs/KPIs
- Conduct regular performance reviews, training sessions, and career development planning
Customer Experience & Operations
- Oversee day-to-day customer service operations across multiple channels (phone, email, chat, social media)
- Handle escalated customer issues and provide timely resolution
- Continuously improve customer journey, satisfaction (CSAT), and Net Promoter Score (NPS)
Process Improvement
- Identify gaps in processes and implement improvements to enhance efficiency and service quality
- Develop and maintain SOPs, knowledge base, and service guidelines
- Work closely with cross-functional teams (e.g., Product, Operations, Sales) to resolve systemic issues
Reporting & Analytics
- Track, analyze, and report customer service metrics and trends
- Provide insights and recommendations to senior management
- Utilize CRM and customer support tools to drive data-driven decisions
Stakeholder Management
- Act as the key point of contact for Mandarin-speaking customers and partners
- Collaborate with regional/global teams to ensure consistent service standards
Requirements Experience & Skills:
- Bachelor’s degree in Business Administration, Communications, or a related field
- Minimum 5-8 years of experience in customer service, with at least 2-3 years in a managerial role
- Proven experience managing teams in a fast-paced environment (e.g., e-commerce, fintech, SaaS, shared services, or BPO)
- Strong problem-solving and conflict resolution skills
Technical Competencies
- Experience with CRM systems (e.g., Salesforce, Zendesk, Freshdesk)
- Strong data analysis and reporting skills
- Familiarity with customer service tools, ticketing systems, and workforce management
Leadership & Behavioral Competencies
- Strong people management and coaching skills
- Customer-centric mindset with a passion for service excellence
- Excellent communication and interpersonal skills
- Ability to thrive in a fast-paced, evolving environment
Preferred Qualifications - Experience managing regional or multilingual customer service teams
- Exposure to automation tools, AI chatbots, or digital transformation initiatives
- Prior experience in setting up or scaling customer service operations
If you’re someone who thrives on turning customer challenges into loyalty and leading teams to deliver standout service, this role is your stage.
