We are seeking a Customer Service Manager to build and lead a customer support team from the ground up in Taipei. This role focuses on establishing team structure, operational processes, and performance standards to support a scalable and high-quality operation.
This is a build role, offering the opportunity to shape the team from day one.
Key Responsibilities
- Build and scale a 50–100 seat Customer Support team
- Define team structure, roles, and operating model
- Establish training, QA, and performance frameworks
- Monitor key metrics (e.g. AHT, productivity, quality)
- Lead, coach, and develop team members
- Ensure smooth day-to-day operations and continuous improvement
- Collaborate with stakeholders to align operational execution
Requirements
- 3–5 years of experience in customer support / call centre / BPO environments
- Exposure to team leadership, supervision, or operations
- Familiar with support metrics (AHT, QA) and processes
- Strong communication and problem-solving skills
- Able to work effectively in a fast-paced and evolving environment
- Fluent in Mandarin (required); English is a plus
我們正在尋找一位客服經理,負責於台北從0到1建立並帶領客服團隊。此職位將專注於團隊架構設計、營運流程建立及績效標準制定,以支援可規模化且高品質的客服營運。
此職位屬於建置型角色,提供從起點參與並塑造團隊的機會。
主要職責
- 建立並擴展50–100人規模客服團隊
- 設計團隊架構、職責分工及營運模式
- 建立並優化培訓、品質管理(QA)及績效評核機制
- 監控關鍵指標(如 AHT、產能、服務品質)
- 帶領並培育團隊,提升整體表現與穩定性
- 確保日常營運順暢並持續優化流程
- 與相關部門協作,確保營運執行一致
任職條件
- 具備3–5年客服/呼叫中心/BPO相關經驗
- 具備團隊帶領、督導或營運相關經驗者佳
- 熟悉客服指標(如 AHT、QA)及基本營運流程
- 具備良好的溝通能力與問題解決能力
- 能適應快速變動的工作環境
- 具備流利中文能力(必要條件);具備英文能力者佳
