💼 About This Role

You'll lead a team of ~15 customer service representatives, ensuring service quality and efficiency. Your core impact is managing daily operations, handling escalated issues, and driving process improvements. This role offers the chance to shape the customer experience at a fast-growing e-commerce leader.

🎯 What You'll Do

• Manage and support a team of ~15 frontline agents, including scheduling and staffing
• Monitor and improve team performance, service quality, and professional skills
• Handle escalated calls for complex issues, complaints, and high-sensitivity cases
• Provide real-time assistance to agents during incidents and offer expert guidance
• Participate in training development, process optimization, and service improvement initiatives

📋 Requirements

• Native Chinese proficiency (spoken and written)
• Basic English reading and writing skills
• Ability to work under high pressure and solve problems independently
• Strong communication and documentation skills, converting verbal to written

🎁 Benefits & Perks

• 🏖️ Paid Time Off
• 💼 Health Insurance
• 🚀 Career Growth opportunities

📨 Hiring Process

Estimated timeline: 3-4 weeks

1. 1Application Review· 1 week
2. 2Phone Interview· 30 min
3. 3Video Interview· 1 hour
4. 4Offer· 1 week