We are seeking an experienced CS Manager to oversee customer service operations, performance management, and reporting. This role is critical in ensuring KPI achievement, high CSAT performance, and efficient daily operations while coordinating closely with internal teams and leadership.

Key Responsibilities

1. KPI, Performance & CSAT Management

• Oversee individual and team KPIs and ensure performance targets are met.

• Conduct monthly, semi-annual, and annual performance reviews with the CSR Team Lead.

• Review KPI results to ensure accurate incentive payouts.

• Analyze CSAT trends and implement strategies to maintain and improve customer satisfaction.

2. Recruitment & Training Coordination

• Conduct final interviews together with the CSR Team Lead.

• Coordinate hiring decisions with HR.

• Identify coaching or refresher training needs and coordinate with HR and the Team Lead

(training delivery handled by Training/QA).

3. Reporting & Communication

• Prepare and submit weekly and monthly CSR reports to senior management.

• Coordinate reports with internal stakeholders to ensure accuracy and alignment.

Monthly Reports include:

• CSR KPI completion status per team member.

• Summary of CSR commitment to quality standards, systems, and performance.

• Interventions and improvements implemented.

• Updates on hiring, training, and team readiness to support business needs.

Weekly Reports include:

• Weekly CSAT scores and key customer feedback themes.

• Operational metrics from HubSpot (missed calls, ticket volumes, response times, etc.).

• Issues encountered and corresponding action plans with progress updates.

4. Operations & Workflow Management

• Handle customer escalation calls when necessary.

• Assign urgent inbox and QA tickets.

• Redistribute workloads during team member absences to maintain service levels and

CSAT.

• Approve leaves, overtime, and absences via Dingtalk.

• Oversee break schedules in coordination with the CSR Team Lead.

• Monitor and resolve miscalls and missed customer calls to ensure proper customer follow-up.

5. Tools & Channel Administration

• Co-manage RingCentral and HubSpot user accounts.

• Monitor and assign Amazon Seller Central messages.

• Update and maintain QA-approved email templates.

Qualifications

• At least 5 years of experience in customer service or operations management.

• Experience in the BPO industry is an advantage.

• Chinese nationality is an advantage.

• Experience working with Chinese stakeholders or Chinese-led organizations is a plus.

• Mandarin proficiency is a plus.

• Strong background in KPI management, CSAT analysis, and performance reporting.

• Excellent leadership, communication, and organizational skills.