Position Overview

This role offers a unique opportunity to build a global customer service system from the ground up, shaping service strategies, recruiting top talent, and creating an industry-leading support experience for players worldwide. You will work on fast-paced and challenging projects, gaining valuable experience in managing multinational teams while driving innovation in customer service tailored to the evolving needs of the gaming community. With access to cutting-edge technologies like AI and large models, you'll explore their applications to enhance efficiency and service quality. Additionally, close collaboration with game development and operations teams will provide deep insights into the gaming industry, fostering an internet product mindset that bridges customer support with overall player experience.

Key Responsibilities

• Build a global customer service system according to business needs, develop service strategies, and drive implementation to support players across multiple languages.
• Establish and manage a multinational customer service team, recruit top talent, and foster a positive service culture with talent development mechanisms.
• Continuously refine work processes and standards, establish data frameworks and monitoring systems, track key performance indicators (KPIs), proactively identify and resolve issues, and enhance the player support experience.
• Work closely with product and technology teams to improve customer service infrastructure and implement AI-driven customer support solutions.
• Gather user feedback to bridge the gap between users and the product, assisting the development team in optimizing products and enhancing user experience.
• Select and manage external customer service providers to ensure quality and service flexibility.

Job Requirements

• More than 5 years of experience in customer service, with a background in team building and operations management, leading a multinational team of over 50 people.
• Strong customer-centric mindset, keen sensitivity to customer needs, and a passion for enhancing customer experience through innovative service models.
• Experience in intelligent customer service, call centres, VIP customer service, or multinational customer service is preferred.
• Strong understanding of internet product operations and data-driven management; experience in the internet or gaming industry is a plus.
• Self-driven, eager to learn and take on challenges, with a strong results-oriented approach.
• Proficiency in both Chinese and English, capable of using them as working languages; experience managing multinational teams is a plus.