Customer Support Manager

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Ngày cập nhật: 04-05-2024

Địa điểm: Hồ Chí Minh

Ngành nghề: Giáo dục/ Đào tạo

Vị trí: Quản lý

Mức lương: Cạnh tranh

Kinh nghiệm: 5 - 8 Năm

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Mô tả công việc

Responsible for the overall growth operations strategy, including the optimization of support processes, training processes, evaluation criteria, and process development.
Establish a connection between the user support and product departments, regularly investigate user demands, engage in user path and experience design, optimize the user experience, and provide ideas for improving product optimization.
Identify and prioritize core users, plan and execute product internal tests or user surveys, and consolidate feedback.
Investigate new projects and marketing methods to consistently increase conversion and retention rates, while decreasing churn rate.
Maintain ongoing communication with the Regional Team and the US headquarters operations team to execute localized marketing initiatives

A bachelors degree in business, marketing, finance, engineering, or a related field
At least 8+ years of work experience. Proven experience as a customer support specialist, preferably within a similar environment.
At least 3+ years of management experience
Experience in Growth Operations, Campaign Operations and Creativity is an advantage
Strong ability in project management, process optimization and other operational management
Strong sense of responsibility, executive ability, self-driven and quick learning ability
Strong communication skills, practical, patient and meticulous
Strong analytical skills and an ability to make solid business decisions and evaluate performance based on data
Entrepreneurial, creative, hands-on mentality
A passion for learning and teaching and excitement about creating opportunities for English learners
Excellent spoken and written communication skills in English

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