- Help lead a team of front-line support representatives to provide world-class support to our customers
- Partner with the entire team to convert initiatives into policies which will have a positive impact on our customers
- Ensure our customer service teams deliver high-quality performance
- Investigate incidents, verifying facts, and figuring out resolutions
- Monitor flagged and inappropriate content and identify trends in online risk
- Collaborate with internal team, both regional and country team
- Dive deep into the performance numbers, perform gap analysis and take data-driven actions to increase the quality and the reactivity of our customer service.
Requirements:
- At least Bachelor’s Degree or higher
- Good communication skills in written and spoken English and local language
- At least 2 years of relevant professional experience and people management experience, preferably as a first responder, incident responder, customer service, or customer relations
- Real passion for helping others and crafting customer service experiences that exceed users’ expectations
- Ability to troubleshoot problems and find speedy resolutions
- Skilled at handling multiple issues at once to efficiently prioritize and solve a large number of inquiries
Bonus Points:
- Passionate about great customer experience
- Calm and collected: You will stay calm and can be the rock for those who come to us when they need help
- Patient and attentive: You will have to display patience and empathy while listening to our customers through critical issues and figuring out what they need
- Goal-oriented: You will do what it takes to achieve the critical metrics in providing a high quality of customer experience towards our customers
- Willing to learn: You love learning how things work and you’re always looking for ways to innovate. You enjoy testing different strategies and tracking the results
- Agile: You can move quickly and adapt to a fast-paced and constantly evolving environment. You will be on the front-lines of a highly visible, fast-growing brand
．到職前三年14天特休(首年按比例14天)，4-6年16天特休，第7年起每年加1天特休
．生日假1天
．提供員工股票選擇權
．每人每年Individual Development Plan 補助
．保險：基本的勞健保一定有，還有團體保險
．免費且種類多元的自助吧，有零食、咖啡、飲料，偶爾會出現冰棒、水果、豆花、優格
．辦公室內有桌球桌，累了揪同事打場球吧
．位於台北小巨蛋正對面，交通超便利
