Job Description
The Customer Service Supervisor will lead a team to provide efficient and professional services to global users, while continuously improving customer experience through process optimization and data-driven approaches. This role requires a strategic thinker who can balance team management with operational excellence in a fast-paced environment.
Key Responsibilities
- Manage frontline customer service team including shift scheduling, task allocation, and performance evaluation
- Develop and maintain customer service SOPs, response templates and FAQs to ensure service consistency
- Handle complex escalated customer complaints and drive process improvements
- Monitor key metrics (resolution rate, response time, etc.) and implement data-driven optimizations
- Collaborate with cross-functional teams (Product, etc.) to implement customer service improvement projects
- Coach team members and facilitate knowledge sharing of best practices
- Analyze customer feedback trends to identify service improvement opportunities
- Implement quality assurance programs to maintain service standards
Job Requirements
- Minimum 3 years of customer service experience, including 1+ year in team management
- Proven experience in customer service operations and SOP management
- Strong analytical and problem-solving skills with data-driven mindset
- Experience in cryptocurrency/fintech industry preferred
- Flexible to work in dynamic environment with adaptable schedule
- Excellent communication and interpersonal skills
- Ability to work under pressure and meet tight deadlines
Preferred Qualifications
- Based overseas with ability to work across time zones
- Fluent in both English and Chinese
- Experience with CRM systems and customer service platforms
Benefits
- Remote work flexibility
- Competitive compensation package
- Global team environment
- Clear career growth path
- Continuous learning opportunities
- Health and wellness benefits
