客服（番茄小说方向）-体验与服务
Core
Customer service and experience optimization specialist for a novel reading platform, focusing on user and creator support, complaint resolution, and process improvement.
Role type
Senior Customer Experience & Operations Specialist
Builds
Optimized SOPs and user experience improvements for the novel reading platform
Domain
Digital Publishing / Entertainment
Deliverable
product features
Required skills
Customer service, process optimization, data analysis, risk management, user insight, SOP creation, complaint resolution, stakeholder communication
Preferred skills
Experience with novel reading apps, deep user need analysis, independent judgment
Technologies
None stated
Responsibilities
Handle user and creator inquiries and complaints, resolve escalated issues, collect user feedback to drive internal improvements, analyze user data to identify process risks, optimize standard operating procedures (SOPs)
Seniority
Mid-level, hands-on IC
