Customer Service Supervisor

工作职责负责二线客服团队日常管理、排班、任务分配与监督；定期组织团队培训，提供针对性辅导与培训，提升团队专业能力监控二线客服服务数据，每周输出数据复盘报告，推进服务质量与业务流程改进，并监督执行落地效果，对结果负责洞察客户体验风险点，精准分析服务核心问题，联合服务解决方案及产品运营等团队制定优化方案； 规范复杂问题处理流程，确保团队服务一致性处理复杂客户咨询与升级投诉，提供解决方案指导，确保客户问题得到满意解决，及时响应并处理突发情况日常管理能够有效识别判断潜在风险，并能制定有效措施进行管控任职要求：本科及以上学历，金融、经济、管理类相关专业背景优先具有3年以上Web3行业相关经验，精通 Web3 行业用户咨询痛点与复杂问题类型具有3年以上客服领域经验，熟悉Web3 客服常用工具出色的客户洞察、问题解决与跨部门沟通能力具备优秀的中英文专业沟通能力，掌握其他语言者优先Job ResponsibilitiesBe responsible for the team's daily management, schedule, task assignment and supervision of the team performance; organize regular team training, provide targeted guidance and coaching to improve the team's professional capabilities.Monitor the service data of the team and deliver the weekly review; promote the improvement of service quality and business processes, supervise the implementation of the service solution, and be responsible for the results.Identify customer experience pain points, accurately analyze core service issues, collaborate with relevant departments to formulate optimization plans; standardize the handling process of complex issues to ensure consistent team services.Handle complex inquiry and escalated complaints, provide solution guidance to ensure customer problems are resolved satisfactorily, and respond promptly to and handle emergencies.Effectively identify and judge potential risks in daily management, and formulate effective measures for control.QualificationsBachelor's degree or above, with priority given to backgrounds in finance, economics, management or related majors.Over 3 years of relevant experience in the Web3 industry, proficient in user consultation pain points and complex issue types in the Web3 industry.Over 3 years of experience in the customer service field, familiar with common Web3 customer service tools.Excellent customer insight, problem-solving and cross-departmental communication skills.Excellent professional English communication skills; proficiency in other languages is a plus.If you have the skill set required then forward your Resume or CV or contact us directly: emma.wang@bitunix.com#J-18808-Ljbffr