Customer Service Manager

Responsibilities

• Supervise, coach, and mentor CS agents and Team Leads to ensure high performance and career growth.
• Oversee daily workflow to meet critical KPIs, including EAHT and attendance.
• Handle complex complaints and escalations from users or drivers with professionalism.
• Identify workflow improvements and implement data-driven solutions to enhance the customer journey.
• Collaborate with Marketing, Sales, and Driver Operations to align CS strategies with business goals.
• Analyze performance metrics and present insights to the functional team in Hong Kong and local management.
• Manage and maintain CS-related systems, including Chatbots and FAQ help centers.

Requirements

• Minimum 6 years of experience in Customer Service or Operations.
• At least 4 years in a supervisory or leadership role.
• Native-level Vietnamese and Business-level English.
• Proficiency in CRM tools, Google Workspace, and advanced Excel for data analysis.
• Strong leadership, prioritization, and problem-solving skills.
• Ability to remain calm and decisive under high-pressure environments.

Preferred Qualifications

• Experience in logistics, e-commerce, or a high-growth startup environment.

About the Company

Lalamove is a leading global on-demand delivery platform that connects customers and drivers directly through technology. Since 2013, we have been disrupting the logistics industry by providing fast and convenient delivery and moving services. With a presence across SEA and LATAM, we are a unicorn-status company dedicated to bringing communities closer and making city life easier.