Customer Service Manager (Work from Home)

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.

• Bachelor's degree or higher in Business Administration, Management, Customer Experience. (Igaming Preferable)
• 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.