Technical Support Manager

The After-Sales Supervisor will lead customer support operations, oversee technical service processes, and help deliver a high standard of service to end users and dealers. This role combines team leadership, technical support oversight, training development, and cross-functional collaboration to improve the overall customer experience.

- Oversee key performance indicators for technical support in the U.S. region, including hotline connection rates, callback rates for missed calls, customer satisfaction rates, response timeliness, and issue resolution rates, to ensure steady improvement in all service metrics;

- Promptly respond to and follow up on issues raised by U.S. reseller clients, and regularly summarize and report on progress;

- Standardize the end-to-end processing of ODOO and Zoho tickets to improve the team’s ticket handling efficiency and ensure high-quality resolution.

Collaborate with headquarters and branch offices to conduct specialized team training covering product knowledge, service skills, and troubleshooting, continuously enhancing the support team’s professional capabilities and overall work efficiency.

Routinely collect and organize frequently asked questions, common issues, and solutions; iteratively update product FAQs; and build and refine the overseas technical support knowledge base to enable knowledge reuse.

Serve as the communication bridge between the U.S. branch and headquarters; screen and consolidate valid customer needs and product pain points; share them with the technical team for evaluation; and drive product iteration and optimization.

Take full responsibility for the day-to-day management and operational coordination of the U.S. support team; regularly liaise with headquarters to share service data, customer issues, operational status, and requests for assistance, ensuring efficient collaboration.

Align with headquarters’ standardized service guidelines while incorporating actual U.S. business scenarios and customer feedback to continuously refine and optimize technical support processes and service standards, thereby enhancing overall service quality and operational efficiency.

• Experience managing a service or technical support team.
• Excellent customer service skills across telephone, email, and live chat channels.
• Strong computer skills and the ability to learn technical systems and support tools quickly.
• Excellent verbal and written communication skills.
• Ability to work effectively in a fast-paced environment while maintaining accuracy and professionalism.
• A positive, team-oriented attitude and a commitment to delivering excellent customer support.
• At least one year of working knowledge of body, chassis, powertrain, and computer systems across domestic, European, and Asian vehicles.