Job Description
The Customer Service Team Leader (Korean Market, fluent in Chinese and Korean required) will be responsible for overseeing daily operations and ensuring exceptional service delivery. This role requires strong leadership skills to guide the team toward achieving operational excellence while maintaining high customer satisfaction levels.
Key Responsibilities
- Achieve operational Service Level Agreement (SLA) requirements by leading and coaching the team to enhance customer service skills and product knowledge.
- Handle escalated customer issues promptly and effectively.
- Provide expert advice to customers regarding product or service-related concerns.
- Communicate with customers across different regions to address diverse needs.
- Analyze team performance metrics and implement continuous improvement strategies.
- Guide and manage the team to meet organizational OKRs (Objectives and Key Results).
- Resolve complaints within established service frameworks.
- Prioritize customer satisfaction in all interactions.
- Process customer transactions and maintain accurate activity records.
- Ensure compliance with operational SLAs.
Job Requirements
- Diploma or degree in a relevant field.
- Minimum 1 year of team leadership experience in cryptocurrency or blockchain technology.
- Fluent in both Mandarin and Korean (spoken and written).
- Proficiency in additional languages is a strong advantage.
- Willingness to work shifts to support 24/7 operations.
- Excellent interpersonal skills: ability to handle difficult situations calmly under pressure.
- Solution-oriented mindset: passionate about resolving customer issues efficiently.
- Strong time management: capable of multitasking and meeting deadlines.
- Quick learner: adaptable to new processes and receptive to feedback.
- Experience leading teams of at least 10 members.
Preferred Qualifications
- Familiarity with CRM tools such as Zendesk.
- Experience collaborating with cross-office, multi-timezone teams.
Benefits
Competitive salary package, collaborative team environment, and fully remote work opportunities.
