Manager, Customer Service (Mandarin & English Support)

Job Responsibilities:

• Responsible for receiving, following up, and resolving complex issues related to Web3, ensuring no issues are overlooked and all are resolved in a closed-loop manner.
• Proactively identify problems and promote solutions through product and process optimization to enhance user experience.
• Provide accurate advice when collaborating with the product team and accurately evaluate the optimization decisions proposed by the development team.
• Strong ability to promote problem-solving and develop comprehensive related processes to drive team development.
• Communicate across departments, coordinate with others, and lead the team to achieve goals.

Qualifications:

• Full-time bachelor's degree or above, with more than 5 years of experience in managing customer service teams. Experience in managing multinational teams is preferred.
• Excellent command of spoken and written English and Mandarin as the role requires to deal with China/ Hong Kong Mandarin speaking counterparts.
• Relevant experience and ability in data analysis, proficient in using software such as Office and XMind.
• Strong logical thinking and problem analysis skills, with a thorough understanding of the business field and the ability to identify the root cause of problems.
• Ability to independently complete SOP formulation and process design, ensuring feasibility and executability of the designed processes.
• Proactive work attitude, strong stress tolerance, good communication and coordination skills.