客服（番茄小说方向）-体验与服务
Core
Second-line customer service specialist handling escalated author support tickets for a web novel platform, focusing on issue resolution, SOP creation, and cross-functional collaboration to improve user experience.
Role type
Senior IC customer service specialist (content platform)
Builds
Author support workflows and service processes for a web novel platform
Domain
Internet content / Online reading
Deliverable
dashboards & analysis
Required skills
Issue analysis, SOP creation, Cross-functional collaboration, Data analysis, Written communication, Ticket management
Preferred skills
Experience in online reading or audio content, Quality assurance, Project management, Data processing
Technologies
Ticketing systems, Office software
