We are seeking a Customer Support 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 50100 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
- 35 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
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