Manager, Customer Care

• 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.

Teleport