客服专家(J17908)
Core
Establish and manage customer service systems and channels, lead second-line team operations, and optimize service strategies to ensure efficiency and user experience goals.
Role type
Senior Customer Service Operations Manager
Builds
Customer service infrastructure, quality assurance frameworks, and training programs
Domain
Customer Support / Operations
Deliverable
dashboards & analysis
Required skills
Team management, Service strategy design, Quality standards formulation, Training program management, Process optimization, Stakeholder coordination
Preferred skills
Experience in customer service or quality assurance, Problem-solving, Adaptability
Responsibilities
Manage second-line support team performance, Design and implement service strategies, Build knowledge management systems, Organize and evaluate training initiatives, Monitor customer experience metrics, Develop team career paths
Seniority
Senior, hands-on IC with management responsibilities