Tier 1 Customer Support Supervisor – China
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Job Description
Customer Support Supervisor leading Tier 1 agents to ensure service quality at Expatrio. Collaborating with departments and enhancing customer experience in a dynamic environment.
Responsibilities:
- Lead and supervise Tier 1 customer support agents to ensure high-quality service delivery
- Monitor team performance and provide coaching and feedback to enhance productivity and customer satisfaction
- Resolve escalated customer issues and handle complex inquiries
- Develop and implement training programs for new agents and ongoing skill development
- Collaborate with other departments to optimize workflows and enhance the overall customer experience
Requirements:
- Proven experience in a customer support supervisor or team lead role
- Strong leadership and interpersonal skills
- Excellent problem-solving abilities and decision-making skills
- Ability to thrive in a dynamic and fast-paced environment
- Proficient in relevant software tools and platforms (e.g., Zendesk)
- Exceptional communication skills and a customer-centric mindset
- Fluent in English and Mandarin
Benefits:
- International, diverse, and intrinsically motivated team
- Autonomous and progressive work environment with low hierarchies and fast decision-making
- Flexible working hours
- The chance to solve an actual problem
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