Customer Service Supervisor

About the Role We are seeking a proactive and detail-oriented Customer Service Supervisor to lead a team of service professionals in delivering excellent support to our regional customer base. This role requires someone with exceptional communication skills, cultural familiarity with East Asian markets, and the ability to manage service quality across multiple platforms. Key Responsibilities: Supervise daily operations of the customer service team to ensure timely and accurate handling of customer inquiries and complaints. Act as the escalation point for complex customer issues and work to provide effective resolutions. Monitor team performance, provide coaching, and support ongoing training and development. Collaborate with internal departments (e.g., Sales, Logistics, Product) to enhance the customer journey. Analyze service metrics and prepare regular reports for management. Maintain up-to-date knowledge of company products, services, and operational procedures. Ensure the team maintains high levels of professionalism and adherence to service standards, particularly for the Greater China region. Requirements: Proven experience in a customer service supervisory or team lead role. Strong leadership and interpersonal skills with the ability to inspire and manage a diverse team. Excellent verbal and written communication skills in both English and Mandarin, with an emphasis on understanding regional expressions and business etiquette. Deep understanding of customer expectations and communication styles in the East Asia market. Comfortable working in a fast-paced, multicultural environment. Tech-savvy with experience in CRM systems and customer service tools. Ability to work flexible hours to accommodate regional time zones, when necessary. Preferred Qualifications: Prior experience supporting customers from the Greater China region is highly advantageous.