Position Summary :
Under the strategies, processes, and targets set by headquarters, the Customer Service Supervisor will oversee the daily operations of the local customer service team, manage customer complaints, drive KPI performance, coach team members, and provide timely operational feedback. The role ensures customer issues are resolved promptly, professionally, and with full closure, while keeping headquarters informed of local service performance and risks.

Key Responsibilities :
1. Manage the daily operations of the customer service team, including scheduling, attendance, task allocation, discipline, and on-site supervision.
2. Monitor and improve key service KPIs, including response time, resolution time, customer satisfaction, ticket backlog, and repeat complaints.
3. Handle complex, escalated, and high-priority customer complaints, calm customer concerns, and coordinate cross-functional resolution.
4. Establish and maintain an escalation mechanism to report major complaints, recurring issues, system failures, refund disputes, and potential public sentiment risks to headquarters in a timely manner.
5. Execute headquarters’ policies, SOPs, and operational directives accurately, while providing practical recommendations based on local market realities.
6. Conduct quality checks on service records, emails, chats, and calls; standardize service scripts and support updates to the knowledge base and FAQ solutions.
7. Deliver onboarding training, on-the-job coaching, and performance improvement support for underperforming team members.
8. Monitor team morale, stress, and workplace conflicts, and take timely action to maintain a stable and positive team environment.
9. Prepare daily, weekly, and monthly reports covering KPI performance, key issues, operational risks, and action plans.

Qualifications :
1. Bachelor’s degree or equivalent; background in customer service, operations, or management is preferred.
2. At least 2 years of customer service experience, including a minimum of 1 years in team management.
3. Proven experience managing a team of 5 or more, including scheduling, coaching, performance evaluation, and conflict handling.
Fluent business English, with strong verbal and written communication skills for coordination with headquarters.
4. Solid experience in complaint handling, crisis communication, customer recovery, and root cause analysis.
5. Good understanding of KPI management, quality control, performance improvement, and customer service process optimization.
6. Familiarity with CRM or ticketing systems such as Zendesk, Freshdesk, Salesforce, or Intercom.
Proficient in Excel or Google Sheets for reporting and data analysis.
7. Strong sense of responsibility, discretion, emotional stability, and ability to work under pressure.
8. Experience in cross-border e-commerce, SaaS customer service is preferred.