Customer Support Manager (Mandarin required, remote)

We are seeking a passionate and experienced Customer Support Manager to join our growing team. You will be responsible for leading and motivating a team of customer support specialists, ensuring exceptional customer service, and driving high customer satisfaction. This role requires fluency in both Mandarin and English to effectively support our diverse clientele.

Responsibilities:

• Lead and manage a team of customer support specialists.
• Train and develop team members to ensure consistent and high-quality service.
• Resolve escalated customer issues and concerns effectively.
• Develop and implement processes to improve customer support efficiency and effectiveness.
• Monitor and analyze customer support data to identify areas for improvement.
• Collaborate with other departments to ensure seamless customer experience.
• Stay up-to-date on industry best practices and new technologies.

Qualifications:

• Minimum 3-5 years of experience in a customer service management role.
• Proven track record of success in exceeding customer satisfaction goals.
• Strong leadership and coaching skills.
• Excellent communication, interpersonal, and problem-solving skills.
• Fluency in Mandarin and English (both written and verbal).
• Experience with SaaS (Software as a Service) products and services is highly preferred.
• Proficiency in customer support software (e.g., Zendesk, Salesforce) is a plus.