Customer Service Team Leader 客戶服務組長
Core
Manage daily operations of a frontline customer service team, ensuring service quality and efficiency through real-time support, performance management, and team development.
Role type
Senior IC Customer Service Team Leader
Builds
Customer service experience and operational efficiency for the platform
Domain
Customer Service / Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team management, Coaching, Data analysis, Problem solving, Scheduling, Cross-functional collaboration
Preferred skills
Process optimization, Project management
Technologies
Google Workspace, Microsoft Office
Responsibilities
Monitor team performance against KPIs (Service Level, AHT, Abandon Rate), handle escalated customer complaints, manage team scheduling and staffing, conduct regular team meetings and coaching sessions, collaborate with other departments on process improvements.
Seniority
Senior, hands-on IC
