Customer Service Manager

Job Title: Team Manager – Customer Support

Location: Vietnam

Experience: 4–10 Years

Language Requirement:Mandarin – Native or Certified (Mandatory)

Role Summary

Leads multiple customer support teams, driving performance, people management, and customer experience excellence in Mandarin support operations.

Key Responsibilities

• Manage Team Leads and overall team performance
• Ensure achievement of SLAs, KPIs, quality, and CSAT targets
• Drive employee engagement, attrition control, and development
• Handle high-level escalations and stakeholder communication
• Partner with QA, Training, and Workforce teams for optimization

Requirements

• Strong experience in Customer Support with people management exposure
• Mandarin: Native or Certified required
• Fluent English communication
• Proven leadership, decision-making, and escalation-handling skills
• BPO/contact center experience preferred