US-Customer Service Manager（e-commerce

US – Customer Service Manager

• Team Management & Performance Improvement – Oversee daily operations of the overseas customer service team, including scheduling, performance evaluation, training, and capability development to ensure efficient and stable team operations. Establish and optimize customer service standard operating procedures (SOPs), covering ticket system integration, return and exchange processes, after‑sales cost allocation, etc., to enhance cross‑departmental collaboration and ensure policy implementation.
• Service Quality & Compliance Control – Conduct quality assurance (QA) activities, including regular audits of phone calls, site messages, emails, and ticket records. Optimize communication scripts and guidance strategies to ensure service is professional, accurate, and aligned with brand standards. Establish a rapid response mechanism for customer complaints, coordinate with product, operations, logistics, and other teams to drive resolutions, effectively manage reputational risks, and protect brand image.
• Data-Driven & Continuous Improvement – Monitor and analyze key customer service metrics (response time, resolution rate, satisfaction rate, return rate, etc.). Generate regular review reports, identify root causes of issues, and drive improvements. Organize after‑sales data from all channels (e.g., proprietary websites, Amazon), collect customer feedback and product defect information, and present it in structured data formats to inform product and operations teams, supporting ongoing experience optimization.
• System & Knowledge Base Development – Participate in the development of customer service systems for proprietary overseas websites and Amazon. Lead or support the creation of knowledge bases, script libraries, and customer service tool systems to continually enhance team professionalism and efficiency.

• Language & Industry Background – Fluent in both Chinese and English (listening, speaking, reading, writing). Prior experience in overseas e‑commerce, consumer goods, or home medical equipment industries is preferred.
• Management Experience – Minimum 3 years of experience in a similar role, including at least 1 year of hands‑on experience managing a US‑based local customer service team.
• Professional Competencies – Familiar with overseas after‑sales processes and mainstream customer service tools (e.g., Zendesk, Salesforce Service Cloud). Strong capabilities in customer communication, complaint handling, and data analysis. Ability to independently drive process optimization and team efficiency improvements.
• Soft Skills – Proactive, resilient under pressure, and skilled in cross‑functional collaboration. Prior experience participating in developing knowledge bases, script libraries, or SOPs is preferred.