Senior Customer Support Specialist

About Flexii
 Flexii runs a flexible workforce platform in Taiwan. Stores post shifts. Workers pick them up.
What You’ll Do
 You will be the expert problem solver and a reliable point of contact for customers across digital and traditional channels. You will handle complex escalations, mentor junior colleagues, and help improve how we serve customers. Day to day, that looks like:

• Resolving complex inquiries and high-level escalations accurately and professionally
• Guiding junior representatives and helping onboard new team members
• Spotting recurring customer issues and working with other teams to improve service policies and knowledge base content
• Monitoring customer feedback and metrics to make sure we meet our service-level agreements
• Creating and updating SOPs’
• Improving operating efficiency in how we handle customer cases

What We’re Looking For
 Must have

• 5+ years of experience in customer support or a similar role
• Experience managing customer interactions across phone, email, chat, and social media
• Leadership or coaching ability
• Analytical mindset, with the ability to use data to improve service

Nice to have

• Experience with Zendesk or similar helpdesk/CRM tools

Please note: Due to the high volume of applications, we unfortunately can’t get back to every one of you and only successful applicants will be contacted. When you share your details with us, we consider this as consent for us to use your data during the application process. At the moment, Flexii is not in a position to sponsor work visas so you have to be eligible to work legally in the country where we are hiring.

Other benefits will be based on Taiwan Employment laws.