Customer Services Assistant Manager

Responsibilities

• Provide frontline people leadership and operational management for Customer Service in the UK
• Manage and coordinate with external BPO partners to ensure seamless service delivery and alignment with internal standards
• Produce accurate reports, identify root causes, and implement action plans to address gaps in KPIs and service quality
• Develop a productive, achievement-oriented working environment to drive high employee engagement
• Provide effective coaching and performance management to Customer Service Team Leaders
• Coordinate with Managing Directors and CX functional teams to optimize staffing and L1/L2 operations
• Initiate projects to improve customer satisfaction and address business requirements such as contact ratios

Requirements

• Degree holder with a proven track record of stakeholder management
• At least 4 years of experience in customer service, including a minimum of 1 year in a team management capacity
• Sound knowledge and understanding of contact centre management principles
• Excellent command of written and spoken English
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and Google Suite
• Ability to develop, implement, and review policies and procedures

Preferred Qualifications

• Experience working in a logistics or fast-paced start-up environment

About the Company

Lalamove is a leading technology-driven logistics platform that connects millions of drivers and customers every day. Since 2013, we have been tackling the logistics industry with innovative solutions to make delivery fast and simple. We have scaled massively across Asia, Latin America, the Middle East, and Europe, and are now expanding our best-in-class technology globally.