Senior Manager, Customer Service (CIS Region)

The Senior Manager, Customer Service (CIS Region) will be responsible for team management, supervision and evaluation of CIS customer service operations. This role involves formulating and improving workflow, business standards, the management system, and incentive policies to improve operational capacity. A key focus will be to continuously improve the level of services, with close attention to customer feedback and solution processes, thereby enhancing the customer journey on our platform. The role includes developing and refining customer service management processes, standards, and systems to ensure the quality of customer service management, along with team building and day-to-day management. Also, monitoring social media channels & review platforms for mentions, comments, and direct messages, and respond in a timely and professional manner. Carry out regular analysis of operational indicators, complete analysis reports, and participate in regular meetings. Communicate customer insights to relevant teams, supporting the optimization of product and service processes. Stay updated on competitive products, conducting analysis, and providing insights for product upgrades and optimizations.