Serve as the primary point of contact for moderate to high-complexity customer issues, engaging deeply to understand challenges and deliver effective resolutions.
Lead initiatives to improve resolution times, enhance customer satisfaction, and increase operational efficiency
Establish clear communication and coordination across customers and internal stakeholders to ensure transparency, consistency, and timely action on critical cases.
Analyze root causes, assess business impact, prioritize resolution urgency, and recommend process improvements for recurring issues.
Develop executive summaries outlining issue details, customer impact, and resolution progress; leverage data and insights to inform long-term support and product strategies.
2
Your skills & qualifications
Bachelor’s degree in Technology, Business, or related field.
Have experience in customer support is a plus
Strong customer relationship management and problem-solving mindset.
Excellent written, reading, listening and verbal communication skills in English
(equivalent to B2) and Bilingual Cantonese
Solid understanding of support case lifecycle and troubleshooting methodologies.
Able to make sound decisions under pressure and manage multiple priorities
effectively.
A collaborative team player who thrives in cross-functional environments.
3
Benefits
REMOTE Fulltime
Salary package up to 45M per month
Working time: 8:00 - 17:00 (5 working days/week)
Full salary during probation
Full Social Insurance and Health Insurance in accordance with labor laws
Annual health check-up to ensure employee well-being
