* Fulfill global customer service demands by managing both the in-house team and outsourced multilingual contact centre. * Lead, coach, develop and train the Customer Service Specialists * Fulfill regional demands on tailored customer service and after sales services. * Assess daily/weekly/monthly quality of service and generate customer experience reports. * Drive the continuous improvement of customer service operation through process optimization. * Identify key areas of improvement and partner with management team to implement policies, procedures, product improvements and training programs to address those areas. * Manage customer related costs. * Limited international travel may be required.

* Bachelor's degree or higher. * Minimum 5 years of working experience, among which 3 years or more in customer service related field. COPC certification is a bonus. * Capable of fluent business communication in both Chinese and English. * Capable of sourcing, securing and managing outsourced call center. * Capable of conducting business analyses and generating reports using tools such as Word, PowerPoint, Excel or SQL. * Capable of managing projects independently. PMP certificate is a bonus.