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 service.
• Review and improve existing care processes with a focus on scalability, efficiency, and service quality.
• Handle escalated customer issues and ensure they are resolved effectively and promptly.
• Monitor and ensure service level agreements (SLAs) are consistently met.
• Support training and development initiatives to elevate team performance.
• Collect customer feedback and identify areas for continuous improvement.
• Prepare and maintain regular reports on team productivity and key performance metrics.
• Share customer insights with internal teams such as Operations, Marketing, Commercial, or Product to support improvements and alignment.
• Minimum 5 years of experience in customer service, with at least 2 years in a team lead or managerial role.
• Strong leadership and people management skills, with the ability to motivate and support team growth.
• Excellent written and verbal communication skills.
• Proven experience collaborating with cross-functional teams.
• Performance- and results-driven, with strong analytical and problem-solving skills.
• Comfortable working in a fast-paced, dynamic environment.
• Experience managing customer service across multiple channels (phone, email, live chat, social media).
• Quick to adopt and adapt to new technologies.
• Willingness to travel across Southeast Asia as needed.
• Experience with platforms like Yellow.AI, Salesforce Service Cloud or Zendesk is a plus.
• Familiarity with process mapping and workflow documentation is advantageous.

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