【SaaS】Customer Service Manager

A leading technology-driven logistics firm seeks a Customer Service Manager in Taiwan to lead team performance, optimise SaaS service operations, and enhance customer experience through data-driven improvements and effective complaint resolution.

Key responsibilities:

As a Customer Service Manager, you will lead Taiwan’s customer service team, optimise daily operations and service processes, and drive team performance and customer experience through effective leadership, data analysis, and continuous improvement.

• Lead team onboarding, training, development, and performance management, ensuring effective integration, KPI achievement, and continuous team growth
• Oversee daily customer service operations, coordinate cross-functional resources, manage manpower allocation, and ensure smooth workflows and effective collaboration
• Optimise customer service processes and operational procedures, monitor real-time performance indicators, and implement data-driven improvements to enhance efficiency and service quality
• Manage customer needs and complaints professionally, ensure compliance with standard policies and procedures, analyse root causes, and implement solutions to improve customer experience and reduce recurring issues
• Support operational goals through assigned projects and process improvements, while providing frontline customer service and handling customer and driver complaints as required

Candidate profile:

• Over 5 years’ customer service experience, with at least 3 years’ team management experience preferred
• Proficiency in Google Workspace and Microsoft Office, with the ability to organise and analyse data to improve work efficiency
• Experience in logistics, platform, or on-demand delivery industries is preferred; customer service process optimisation or project management experience is an advantage
• Strong team management, talent development, coaching, stakeholder management, and cross-departmental collaboration skills, with agility, adaptability, and resilience in dynamic environments
• Excellent analytical, problem-solving, and data-driven decision-making skills; strong spoken and written Chinese and English communication skills; and a bachelor's degree or above

About this company:

This technology-driven logistics firm is committed to enhancing delivery experiences through innovation and operational excellence. It fosters an inclusive and supportive work environment with a collaborative culture, diverse training resources, and ample growth opportunities, empowering employees to develop their potential and contribute to a better future.

Keywords: Customer Service Management, Team Leadership, Customer Experience, Process Optimisation, Data Analysis

What’s next:

Lead a growing customer service team, drive operational excellence, and shape the future of customer experience in a dynamic SaaS environment. Apply now!