Shanghai, China / Taguig City, Metro Manila, PhilippinesCustomer Experience - Account Management and Crypto /HybridWe are seeking an experienced and strategic Customer Service Director to lead our global customer service organization. The ideal candidate will be responsible for developing and executing customer service strategies that drive customer satisfaction, loyalty, and operational excellence across all support channels.Key Responsibilities:
Strategic Leadership:
Develop and implement comprehensive customer service strategies aligned with company objectives
Establish and monitor KPIs to measure team performance and customer satisfaction metrics (CSAT, NPS, FCR)
Drive continuous improvement initiatives to enhance service quality and efficiency
Team Management:
Lead, mentor, and develop a multidisciplinary customer service organization
Oversee recruitment, training, and performance management of customer service teams
Foster a customer-centric culture and promote professional development across the organization
Operational Excellence:
Manage daily operations across all support channels (phone, email, chat, social media)
Optimize resource allocation and workforce management to ensure adequate coverage
Develop and maintain standard operating procedures and quality assurance programs
Stakeholder Management:
Collaborate with cross-functional leaders to address customer needs and improve overall experience
Present regular performance reports and strategic recommendations to executive leadership
Serve as the executive escalation point for critical customer issues
Technology & Innovation:
Oversee customer service technology stack (CRM, helpdesk software, AI tools)
Identify and implement innovative solutions to enhance customer experience
Manage departmental budget and technology investments
Qualifications:
Experience:
10+ years in customer service leadership roles, with at least 5 years at director level
Proven experience managing large, global customer service teams
Background in [Industry, e.g., SaaS, E-commerce, FinTech] preferred
Skills:
Exceptional leadership and team development capabilities
Strong analytical and data-driven decision making skills
Excellent communication and stakeholder management abilities
Deep understanding of customer service technologies and trends
Budget management and financial acumen
Education:
Bachelor's degree in Business Administration or related field
Master's degree or relevant professional certifications preferred
