WFH - CS Operation Manager
- No. of Openings 2
- Industry IT & Telecommunication
- Category Business Analyst & Project Management
- Location Remote Work
- Job Level Mid Level
- Salary Usd. (400$) Monthly (Negotiable)
- Education Level Bachelors
- Desired Candidate Both(Female, Male)
- Experience 1 + year
- Expiry date Jul 24, 2025 (Expired)
- Skills Leadership, Excellent communicator, Team Management
Job Description
We are looking for an experienced and proactive Customer Service Operation Manager to oversee the end-to-end operations of our customer service department. This role requires a strong leader with a strategic mindset to optimize processes, lead teams, manage performance, and ensure high levels of customer satisfaction—all while ensuring compliance with company policies and relevant labor regulations.
Key Responsibilities:
Operation Management: Supervise daily operations of the customer support team, ensuring service quality, efficiency, and customer satisfaction.
Process Optimization: Design, implement, and continually improve SOPs—especially for verification processes such as age and content checks—to enhance service accuracy and operational speed.
Work Allocation & Handover: Manage team workflows and coordinate handovers (e.g., within a 2-day timeframe) to ensure seamless task transitions and accountability.
Team Leadership: Recruit, train, coach, and mentor customer service personnel to boost performance, morale, and adherence to a positive company culture.
Budget & Resource Management: Administer operating budgets and allocate human and technical resources (CRM tools, PowerBI, Tableau, databases) for maximum effectiveness and cost efficiency.
Performance Monitoring: Track and analyze KPIs such as average response time, chat volume, issue resolution, and customer satisfaction. Use data insights to drive continuous improvements.
Compliance: Ensure full compliance with Taiwan labor regulations and internal policies, particularly regarding content review and verification standards.
Project Management: Lead and complete assigned projects independently, providing timely solutions and regular updates.
Job Specification
Education & Experience:
Bachelor's degree or higher in Business Administration, Management, Customer Experience, or a related field.
Minimum 5 years of experience in customer service, with at least 2 years in a leadership or operations management role.
Proven success in remote or hybrid work environments preferred.
Skills & Competencies:
Strong leadership, communication, and analytical skills.
Proficient in CRM tools (e.g., Zendesk, Salesforce) and data platforms (e.g., PowerBI, Tableau).
In-depth understanding of customer service industry standards and best practices.
High adaptability, strong problem-solving ability, and a proactive work ethic.
Able to work under pressure and manage multiple priorities.
Excellent team collaboration and interpersonal skills.
Strong project ownership and the ability to work independently with minimal supervision.
Willingness and flexibility to travel domestically/internationally and work occasional evenings or weekends as needed.
Other Requirements:
Can work partially remote with a stable internet connection and access to necessary tools.
Fluent in English (Chinese proficiency is a plus).
Committed to continuous learning and operational excellence.
