Sr. Customer Service/Support Lead - AI/SaaS

Customer Service Manager

Position Overview
We seek a seasoned Customer Service Manager with a solid technical foundation to lead our customer service team. This role involves designing efficient service processes, managing a high-performing team, and driving excellent customer satisfaction.

Key Responsibilities

• Customer Service Process Design and Improvement: Develop and continuously refine customer service processes for AI voice solutions and IoT products, ensuring efficient, high-quality support and improved customer satisfaction.
• Managing Day-to-Day Customer Issues: Address routine customer inquiries and technical issues proactively, delivering timely solutions and tracking concerns to prevent future issues.
• Understanding Customer Needs and Feedback: Collect, analyze, and synthesize customer feedback to identify improvement opportunities, sharing insights with the technical and product teams for product and service enhancements.
• Crisis Response and Issue Resolution: Quickly address major technical issues and customer crises, mobilizing resources, creating response plans, and guiding the team through urgent situations to protect the customer experience.
• Team Building and Development: Assemble and develop a strong customer service team through training or partnerships, ensuring team members have the necessary technical expertise and communication skills. Also, establish after-hours support strategies for continuous customer assistance.
• Performance Management and Skill Enhancement: Oversee daily team operations, conduct regular performance assessments, and coordinate training programs to ensure team members are skilled and deliver professional service.
• Cross-Functional Collaboration: Work closely with technical, product, and sales teams to ensure a seamless customer experience by aligning product information and customer requirements.
• International Support: Provide high-quality support to clients worldwide, tailoring service approaches to respect cultural diversity and ensure consistency across regions.

Qualifications

• 8+ years of experience in customer service within software or IoT, with a proven record in managing support teams.
• Strong technical expertise, ideally with experience in AI, IoT, or voice technology services.
• Proven ability to build and develop a customer service team, either internally or through outsourcing.
• Exceptional problem-solving abilities with a proactive, positive approach.
• Excellent communication skills in both English and Mandarin.
• Experience working with international clients and a strong understanding of cultural sensitivities.
• Willingness to work weekends to accommodate global support needs.
• Skilled in analyzing customer feedback to drive improvements in service processes.
• Strong organizational and time-management capabilities, with the ability to manage multiple tasks simultaneously.