Customer Service Manager

A growing technology-driven business seeks a Customer Service Manager in Taiwan to scale its customer service function through AI-enabled solutions, smarter operations and strong team leadership, improving efficiency while shaping a more scalable customer experience.

You’ll have the opportunity to shape how customer feedback translates into product and process improvements, while introducing smarter systems and developing a high-performing customer service organisation.

Key responsibilities:

• Turn customer feedback into action, translating VOC insights into product, process and service improvements
• Lead cross-functional initiatives with Product, Technology and Operations to improve the customer experience
• Lead AI-enabled service transformation, using automation and smart tools to improve efficiency and reduce handling time
• Oversee CRM and service technology, including system integrations, API/Webhook connectivity and AI-powered knowledge management
• Build and scale the customer service team, establishing team structures, workforce needs and development pathways
• Drive workforce efficiency, optimising SOPs, staffing and seasonal planning to balance cost, productivity and retention
• Oversee service operations and governance, including budgets, internal controls and critical customer escalations

Candidate profile:

• 5+ years of customer service experience, including 2+ years managing teams
• Experience turning VOC and customer insights into improvements
• Hands-on experience with CRM / ticketing systems and API/Webhook integrations
• Experience implementing AI or automation in customer service operations
• Strong SOP, process design and team development capabilities
• Proven workforce planning and cost optimisation experience
• Strong cross-functional communication and stakeholder management skills

About this company:

An expanding business operating in a technology-led environment, focused on improving customer experience through scalable operations and digital innovation. The organisation is investing in AI, automation and smarter service solutions while strengthening its customer service capability.

Keywords: Customer Service Manager, Contact Centre Operations, AI Customer Service, Customer Service Automation

What’s next:

Shape the future of customer service through AI, innovation and smarter operations. Apply now!