CS Bus Process Manager

Responsibilities:

• Manage, review, and update customer service-related SOP to ensure service consistency across the team

• Maintain communication with the product department, and promptly disseminate and efficiently product changes to customer service agents, training team, and internal product team

• Collect feedback from the customer service side and seek solutions from the product team

• Monitor and manage daily chat quality, identify problems in time and able to propose effective solutions

• Gain insight into business issues and be able to respond appropriately to emergencies

• Assist in keeping the official FAQ up to date

Requirements:

• At least 3 years of experience in project management or operation

• Good documentation and presentation skills

• Able to communicate effectively and maintain good relationship with stakeholders

• Hands on experience in drafting SOP

• Customer service experience and knowledge in crypto is highly preferred

• Bilingual English/Mandarin is required to be able to coordinate with overseas partners and stakeholders