Customer Service Manager

Xtool Mobile Security • Mountain View, CA

410d

About The Position

The Customer Service Manager at xTool is responsible for leading and enhancing global after-sales service operations. This role is crucial for building a robust after-sales service system, collaborating with international teams, and ensuring exceptional customer satisfaction. The ideal candidate will manage global service networks, develop partnerships with service providers, and drive operational excellence while overseeing the end-to-end customer service process.

Requirements

• Proven experience in building and managing after-sales service systems.
• 5+ years of global after-sales operations management experience.
• Strong understanding of international markets.
• Chinese proficiency is preferred.
• Excellent organizational skills and attention to detail.
• Exceptional adaptability and communication abilities.
• Demonstrated ability to work under pressure and embrace new challenges.
• Strong team player with a collaborative mindset.

Nice To Haves

• Multilingual capabilities beyond Chinese.
• Experience in logistics and supply chain management.

Responsibilities

• Develop after-sales service strategies by understanding local customer needs and aligning with regional regulations and company standards.
• Plan and establish after-sales service centers in the U.S., building strong service capabilities and managing third-party service providers.
• Continuously improve service delivery quality through performance evaluations and process optimization.
• Lead customer experience management initiatives by analyzing customer feedback to identify trends and pain points.
• Oversee and optimize logistics and supply chain management to ensure timely delivery.
• Regularly analyze customer feedback to provide timely feedback to relevant departments.
• Optimize operations and implement financial controls to ensure compliance and reduce costs.
• Oversee daily operations of customer support, ensuring timely resolution of inquiries and complaints.
• Collaborate with internal teams to address recurring customer issues and integrate feedback into product improvements.
• Track and analyze key performance metrics to identify areas for improvement.
• Design and implement training programs to enhance the skills of the customer service team.
• Prepare and present regular reports on customer service performance to senior management.

Benefits

• 401(k)
• Health insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed