Job Description
The position is for a Customer Service Team Leader who will oversee daily operations, scheduling, task allocation, and supervision of a second-line customer service team. This role involves organizing regular training sessions, providing targeted coaching, and enhancing the team's professional capabilities. The leader will monitor service metrics, produce weekly performance reports, and drive improvements in service quality and business processes while ensuring effective implementation and accountability for results.
Key Responsibilities
- Manage daily operations, scheduling, and task allocation for the second-line customer service team.
- Conduct regular team training and provide personalized coaching to enhance professional skills.
- Monitor customer service data, generate weekly performance reports, and implement quality improvements.
- Identify customer experience risks, analyze core service issues, and collaborate with cross-functional teams to develop optimization strategies.
- Standardize complex issue resolution processes to ensure service consistency.
- Handle escalated customer complaints and provide solution guidance to ensure satisfactory resolutions.
- Proactively identify potential risks and implement effective control measures.
Job Requirements
- Bachelor's degree or higher, preferably in Finance, Economics, Management, or related fields.
- Minimum 3 years of experience in the Web3 industry, with deep understanding of user pain points and complex issues.
- At least 3 years of customer service experience, familiar with Web3 customer service tools.
- Strong customer insight, problem-solving, and cross-departmental communication skills.
- Excellent professional English communication skills; proficiency in additional languages is a plus.
Benefits
Competitive salary ranging from 3000 USDT to 4000 USDT, with potential for up to 16 months' pay annually. Includes statutory holiday benefits.
