Manager, Customer Service (Escalation & Trading Services, Mandarin Support)

What You'll Be Doing

• Strong Judgment & Problem-Solving: Demonstrate strong comprehension and judgment, with the ability to quickly identify the core of a problem. Able to make sound assumptions based on experience, determine a reasonable path forward, and make high-quality decisions even when facing unfamiliar situations or incomplete information.
• Hungry & Strong Drive: Demonstrate strong curiosity and a solution-oriented mindset, with a habit of digging into the “Why” behind problems. Proactively seek better solutions, mobilize resources across teams, drive issues through to resolution, and take ownership of results.
• Bilingual proficiency in Mandarin and English as working languages: Able to communicate effectively in both written and spoken Mandarin and English, participate in bilingual meetings and work presentations, and regularly engage with Mandarin-speaking clients and stakeholders to ensure clear and effective communication.
• Data Analysis: Proficient in Excel and other data tools, with the ability to independently perform data analysis, prepare reports, identify issues, and generate actionable business insights.
• Practical AI Skills: Have proven experience using AI to improve work efficiency. Able to effectively use AI for data analysis, reporting, information summarization, and building simple AI-powered tasks or workflows.
• Relevant experience in customer service, customer experience, or customer service operations, with solid team management experience.
• Strong ownership, self-motivation, and a growth mindset, with a willingness to continuously learn, innovate, and improve.