1. Help lead a team of front-line support representatives to provide world-class support to our customers
2. Partner with the entire team to convert initiatives into policies which will have a positive impact on our customers
3. Ensure our customer service teams deliver high-quality performance
4. Investigate incidents, verifying facts, and figuring out resolutions
5. Monitor flagged and inappropriate content and identify trends in online risk
6. Collaborate with the internal team and country team
7. 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】 1. At least Bachelor's Degree or higher 2. Good communication skills in written and spoken English 3. At least 2 years of relevant professional experience and people management experience, preferably as a first responder, incident responder, customer service, or customer relations 4. Real passion for helping others and crafting customer service experiences that exceed users' expectations 5. Ability to troubleshoot problems and find speedy resolutions 6. Skilled at handling multiple issues at once to efficiently prioritize and solve a large number of inquiries 【Bonus Points】 1. Passionate about great customer experience 2. Calm and collected - You will stay calm and can be the rock for those who come to us when they need help 3. 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 4. Goal-oriented - You will do what it takes to achieve the critical metrics in providing a high quality of customer experience towards our customers 5. 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 6. 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 *Application with English resume for this role is a must. *Application with English resume for this role is a must. *Application with English resume for this role is a must.