Manager, Customer Service (Escalation  Trading Services, Mandarin Support)

📋 Description

• Lead day-to-day ops of the customer service team in APAC, focusing on escalation and trading
• Improve service quality, customer experience, and team efficiency.
• Analyze key CS metrics, identify issues, and drive improvement plans.
• Conduct data analysis, prepare business reports, and support decision-making.
• Leverage AI to enhance work efficiency, including data analysis and workflow creation.
• Collaborate with Product, Operations, and Tech to deliver high-quality projects on time.

🎯 Requirements

• Strong judgment and quick problem identification; make high-quality decisions under uncertainty.
• Curiosity, ownership, and drive to continuously learn and improve.
• Bilingual proficiency in Mandarin and English for meetings and client interactions.
• Solid data analysis skills; proficient with Excel and data tools; generate insights.
• Practical AI experience to improve efficiency and build AI-powered tasks/workflows.
• Prior experience in customer service/operations with team management.

🎁 Benefits

• Competitive remuneration (Base + Bonuses).
• Meal allowance, transport benefits, and wellness programs.
• Monthly team building and ongoing training opportunities.
• MRT-accessible office with insurance coverage for employees and dependants.
• Growth opportunities and multinational working environment.