🚀 We are looking for a professional manager who can lead teams, optimize processes, and drive the growth of cross-border customer service operations!
This is a 100% remote opportunity to collaborate with a global team, managing customer service teams from different countries to ensure both service quality and efficiency are enhanced.
If you are familiar with CRM systems and excel in customer service management, this role will allow you to maximize your potential.
📌 Job Responsibilities
- Operations Management: Oversee the daily operations of the customer support team, ensuring efficient and compliant service delivery while improving customer satisfaction.
- Process Optimization: Develop and implement standard operating procedures (SOPs), especially for verification processes (e.g., age or content checks), to improve efficiency and reduce errors.
- Task Assignment & Handover: Coordinate task allocation and ensure smooth handovers (e.g., within 2 days), maintaining seamless operational flow.
- Team Leadership: Responsible for recruiting, training, and mentoring the customer support team to enhance overall performance and foster a positive team culture.
- Budget & Resource Management: Manage operational budgets and optimize the allocation of manpower and technical resources (e.g., CRM tools) for better cost efficiency.
- Performance Monitoring: Track key performance indicators (KPIs) such as response time, conversation volume, and customer satisfaction.
- Use data insights to develop continuous improvement strategies.
- Compliance Oversight: Ensure all operations adhere to local labor laws and internal company policies, including verification and content moderation standards.
✅ Requirements
- Strong leadership, communication, and problem-solving skills
- Familiarity with CRM platforms (e.g., Zendesk, Salesforce) and data analytics tools
- Proven experience managing remote customer service teams, with an understanding of remote workflows and systems
- Proficient in both Chinese and English, with excellent communication skills
✅ What We Offer Competitive salary with performance-based bonuses Career development opportunities in a dynamic and growing industry
A global and collaborative work environment with exposure to international business operations Flexible work arrangements with the option for remote work