Manager, Customer Care

We are looking for a dedicated and experienced Manager, Customer Care to lead and support our Customer Care operations. This role will focus on delivering exceptional customer experiences, improving service processes, and ensuring operational efficiency across all support channels.

Implement the strategic direction for Customer Care to deliver high-quality customer serviceReview and improve existing care processes with a focus on scalability, efficiency, and service qualityHandle escalated customer issues and ensure they are resolved effectively and promptlyMonitor and ensure service level agreements (SLAs) are consistently metSupport training and development initiatives to elevate team performanceCollect customer feedback and identify areas for continuous improvementPrepare and maintain regular reports on team productivity and key performance metricsShare customer insights with internal teams such as Operations, Marketing, Commercial, or Product to support improvements and alignmentRequirementsMinimum 5 years of experience in customer service, with at least 2 years in a team lead or managerial roleStrong leadership and people management skills, with the ability to motivate and support team growthExcellent written and verbal communication skillsProven experience collaborating with cross-functional teamsPerformance- and results-driven, with strong analytical and problem-solving skillsComfortable working in a fast-paced, dynamic environmentExperience managing customer service across multiple channels (phone, email, live chat, social media)Quick to adopt and adapt to new technologiesWillingness to travel across Southeast Asia as neededExperience with platforms like Yellow.

AI, Salesforce Service Cloud or Zendesk is a plusFamiliarity with process mapping and workflow documentation is advantageous