- Help lead a customer support and operations team, ensuring efficient process management and development of operational strategies to service TeleCom customers.
- Act as the point of contact for both Mandarin and English-language escalated customer support inquiries, overseeing resolution and maintaining high service standards.
- Enhance an internal operations dashboard to streamline workflows and improve visibility across teams.
- Collaborate closely with the U.S.-based VP of Customer Support, engineers, and other CX teammates to align operational activities with business objectives.
- Refine SOPs to ensure clarity, efficiency, and compliance across all operational procedures.
- Optimize the use of operational systems such as ZoHo, Intercom CX, and Google Sheets.
LeadershipOperations ManagementCustomer support+1 more