Salary: Negotiable
Age: 25-45 years
Job Requirements:
- Bachelor's degree or above in Business Management, Computer Science, Customer Relationship Management, or related fields
- At least 5 years of experience in user support or customer service, with at least 3 years in a team management or leadership role
- Proficiency in mainstream customer service software (such as Zendesk, ServiceNow) and data analysis tools (such as Tableau, Power BI), and CRM systems
- Excellent communication, negotiation, and conflict resolution skills, with the ability to coordinate effectively across departments
- Deep understanding of the industry, its challenges, and trends
- Leadership: Ability to lead and motivate a team to ensure optimal performance
- Innovation and problem-solving: Able to propose innovative and effective solutions for complex problems
- COPC certification is a plus
Job Responsibilities:
1. Strategic Planning: Set long-term and short-term team goals and KPIs based on company business needs
2. Personnel Management: Train, assess, and manage team members to ensure high-quality service delivery
3. Data Analysis: Regularly collect and analyze user feedback, team performance, and other relevant data to optimize workflows and improve service quality
4. Process Development & Monitoring: Ensure all workflows are effective, efficient, and actionable, continuously optimizing them
5. Cross-departmental Cooperation: Work closely with product, development, and technical teams to meet user needs from all aspects
6. Risk Management: Develop strategies and plans to proactively handle potential user issues or complaints