客户服务主管
ZUPERCT · Doubaï
Job description
职位概况
负责客服团队的日常管理，提升服务质量与响应效率，推动用户体验持续改进。
主要职责
- 管理客服团队工单处理、在线咨询、用户投诉及问题升级。
- 搭建并优化客服结构和服务流程，制定SOP、话术、FAQ等标准。
- 排班、培训、绩效考核及质量监控，提升团队整体服务能力。
- 跟踪核心指标，如首次响应时长、问题解决时长、用户满意度等。
- 收集并分析多渠道用户反馈，向产品团队输出改进建议。
任职要求
- 全日制本科及以上学历，英语能力优秀，可作为主要工作语言。
- 熟悉C端用户服务场景，包括账户、KYC、支付、投诉处理等。
- 具备问题解决、沟通、责任心和细节把控能力，适应快节奏环境。
- 有金融、FinTech或海外客服经验者优先。
必备技能
- Zendesk、Intercom、Freshdesk、Salesforce、HubSpot、LiveChat、Help Scout、Jira、Notion 等客服及协作工具。
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ZUPERCT
Doubaï
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