Customer Service Lead

Key Responsibilities
1. Customer Service Operations Management
Oversee daily customer service operations
Manage escalated customer inquiries and complaints
Establish and monitor service standards, processes, and KPIs
2. Response Policy & Process Improvement
Review response policies, SOPs, and communication standards
Improve service consistency, operational efficiency, and customer experience
3. Customer Communication & Knowledge Management
Review and improve customer-facing emails, templates, FAQs, and knowledge content
4. Customer Support Technology
Review and optimize chatbot responses and other customer support technologies
5. Team Leadership & Development
Coach, develop, and manage customer service team members
Drive continuous improvement in team performance and service quality
6. Customer Service Outsourcing & Vendor Management
Evaluate opportunities to outsource customer service operations
Lead outsourcing feasibility assessments and implementation planning
Manage vendor selection, evaluation, and contract negotiations
Lead the transition from in-house to outsourced operations where appropriate
Establish SLAs, governance frameworks, and performance metrics
Monitor vendor performance and service quality
Conduct regular business reviews and drive continuous improvement
Ensure external partners maintain the company's premium customer experience standards
Key Stakeholders

Employee Benefits:
Compensation : up to 12M.

Compulsory Benefits:
-Health Insurance,
-National Pension,
-Employment Insurance,
-Accident Insurance

Qualifications & Experience
Required Qualifications
5+ years of customer service or customer experience leadership experience.
People management experience.
Experience managing escalated customer cases.
Strong stakeholder management and problem-solving skills.
Experience managing external service providers, vendors, or outsourced customer service operations.
Demonstrated experience leading customer service outsourcing or business process outsourcing (BPO) initiatives.
Experience managing service level agreements (SLAs), vendor governance, and outsourced operational performance.
Experience leading operational transformation and customer service process redesign projects.
Preferred Qualifications
Experience in premium retail, consumer goods, lifestyle or hospitality industries.
Experience managing outsourced customer service providers.
Experience with CRM, chatbot, or AI-enabled customer support tools.