Customer Service Manager

Responsibilities

• Lead, coach, and motivate a team of customer service agents to achieve performance goals and deliver exceptional service.
• Handle complex customer issues and ensure timely resolution.
• Collaborate with cross-functional teams (e.g., operations, product, marketing) to address customer feedback and improve processes.
• Schedule shifts, manage workloads, and ensure proper team coverage.
• Provide regular training and performance feedback to team members.
• Prepare reports on team performance and identify areas for improvement.

Qualifications

• Proven experience in a customer service or support role, with at least 12 years in a leadership or supervisory capacity from Crypto exchange.
• Proficient in using customer service software (e.g., Zendesk, Freshdesk, Salesforce).
• Ability to remain calm under pressure and handle challenging situations professionally.
• Fluent in Chinese and English