Customer Support

• Provide exceptional frontline people leadership and operational management for Customer Service for Lalamove in the US
• Manage and coordinate with external BPO partners to ensure seamless service delivery and alignment with internal customer service standards
• Produce accurate reports, identify root cause, and come up with relevant action plans to address the gaps in relation to team, department KPIs, and service quality standards
• Develop a productive and achievement-oriented working environment for employees, resulting in high engagement scores
• Provide effective coaching and performance management to the Customer Service Team Leaders to enable employee success and customer satisfaction
• Coordinate with Managing Directors, CX Functional team, and other departments to solve problems related to staffing, work assignments, and ensure L1 and L2 operations function optimally
• Complete ad-hoc assignments from the CX Functional team
• Initiate projects to improve customer satisfaction and address business requirements (ABR, contact ratio, etc.)

Assistant Manager, Customer Services

Customer Experience Manager

Legal Support Specialist – Commercial