Customer Operations Manager

Taipei City, Taiwan
Customer Service
Full Time

What You'll Do / Responsibilities

As a Customer Operations Manager of the CS team, you will be responsible for initiatives and work with relevant stakeholders to deliver value and enhance our advanced features onboarding management and process. Active engagement and assistance in client’s onboarding cycle, and other related process optimization activities, and cross-team, and cross-partners collaboration activities are also expected.

Your main contributions are maintaining an outstanding advanced feature onboarding timeline, optimizing process/SOP/internal automation projects in order to fulfill clients’ requirements, and help organizations remain high efficiency.

Responsibilities

  • Be the Go-to person in project managing advanced feature onboarding for customers
  • Understand client’s ideal scenarios and business impact for using our product, provide professional strategy and guide
  • Track and drive timely execution of detailed tasks. Projects are typically cross borders, cross-functional and may include implementations and/or process redesign
  • Identify/Track risks and issues, and work with relevant stakeholders to drive issue solution
  • Report progress of project status to leadership team on regular basis
  • Raise early warning flags and escalate issues to leadership team on a timely basis
  • Document all aspects of the projects
  • Identify, prioritize and deliver process optimizations for CS
  • Lead cross-functional team to improve CS processes by understanding current processes and propose standardization and/or re-engineering initiatives, taking end-to-end in mind on improving CS productivity, and operational excellence, and improve customer/ stakeholder satisfaction
  • Take ownership of ongoing continuous measurement and monitoring processes working with functional owner
Required Qualifications

Requirements

  • Relevant working experience ( customer service/customer success/customer support/account management/project management ) in a similar function for at least 1 year
  • Excellent communication skills, and strong project management skills
  • Ability to identify constraints, prioritize tasks and work through problems.
  • Strategic thinking, analytical and result oriented
  • Able and willing to adapt to a dynamic environment and have a strong sense of service
  • Be proactive, responsible, goal oriented and have a strong desire for clarity & knowledge
  • Ability to identify client’s needs before the client does and respond quickly
  • Ability to establish cooperation and collaboration among members of cross-functional teams and organizations, internally and externally.
  • Excellent communication skills and ability to convey effectively technical information to both technical and non-technical audiences.
  • Team player who is fast learner, able to perform under pressure, multi-task, be self-motivated, and work independently
  • Good command of English
Preferred Qualifications

Preferred Qualifications

  • Interested in Martech, digital marketing, and data-related industry and willing to dive in and learn
  • Knowledge in digital marketing and data analytics (e.g. LINE, Google Analytics, Facebook Ads, CRM, CDP, MA … etc.)
  • Have a Startup mindset, and can quickly adapt to the challenges
  • Experience build Process/SOP/Guideline…from 0-1
Benefits / Compensation

◎ 安心保障

  • 法定保障-勞保、健保、勞退提撥
  • 貼心保障-到職滿一年,即享有每年1萬元健康檢查補助

◎ 彈性工作環境

  • 彈性上下班時間
  • Remote work policy 

◎ 開放透明、成長型文化

  • 開放的文化,重視所有員工的聲音
  • 互相包容尊重、講求效率與信任
  • 鼓勵學習、重視員工成長機會

◎ 其他福利制度

  • 到職即享有無期限帶薪休假
  • 公司提供高規的 MAC 筆電 or 補助3萬自己買
  • 每個月零食櫃更新
  • 每季公司聚餐
  • 每季Team Building活動
  • 每月最後一個星期五Happy Hour

◎ 進修機會

  • 公司補助參加 Workshop 或進修課程,讓你學習到業界最新的知識
  • 不定期的業界人士內部分享,讓你了解業界的的最新脈動 (之前請過北美 Google,矽谷工程來、大數據工程師來分享業界最新動態)
  • 更多詳情請閱讀公司部落格:http://bit.ly/2JX3vnO 
Salary
TWD 50,000 ~ 70,000 / month
Application Form
* is required.


(PDF file preferred)