Customer Care Manager (1-year contract)
Core
First point of contact and escalation handler for customer inquiries across APAC markets, investigating complex cases and coordinating with global teams to ensure best-in-class experiences for buyers and sellers.
Role type
Senior IC Customer Care Manager (Escalations & Process Improvement)
Builds
Customer support workflows and resolution outcomes for Chrono24's APAC marketplace
Domain
E-commerce / Luxury Goods / APAC Markets
Deliverable
client delivery
Required skills
Complex case investigation, Cross-timezone coordination, SLA management, Ticketing systems, Pattern identification, Process adherence, Written/Verbal communication (APAC + English), Additional APAC language fluency
Preferred skills
E-commerce/marketplace experience, Payment workflow knowledge, Fraud prevention exposure, QA/process documentation background
Technologies
Zendesk, AWS
Responsibilities
Serve as escalation point for complex/unresolved cases, Identify recurring ticket patterns for process improvement, Coordinate with Product/Account Management/Compliance across time zones, Handle structured caseload of complaints, Monitor ticket queues and prioritize by SLA targets
Seniority
Mid-level, hands-on IC
