Customer Service Supervisor

Responsibilities
1. Build and lead the customer service team from the ground up: recruiting, training, shift planning and performance management.
2. Own service operations across all touchpoints: Amazon (buyer messaging & reviews), DTC website, in-APP chat, email and social media.
3. Drive team KPIs: first-response time, resolution rate, CSAT, review ratings and after-sales cost (refund/replacement rate).
Own Amazon & DTC review management; respond to and root-cause negative reviews within SLA.
4. Aggregate VOC (Voice of Customer) insights; push recurring product issues to HQ R&D/Quality teams for closed-loop improvement.
5. Lead after-sales readiness for new product launches: FAQ, troubleshooting scripts and agent training.
6. Establish SOPs, escalation mechanisms and knowledge base; manage escalations and compensation within authorized limits.
Requirements
1. Ethnic Chinese / Chinese-Filipino preferred; fluent Mandarin and English (spoken & written) — Mandarin required for daily communication with HQ in Zhuhai, China.
2. Bachelor's degree or above.,3–5 years customer service experience in cross-border e-commerce (Amazon + DTC) or consumer electronics; 2+ years leading a team of 5+.
3. Hands-on with Amazon seller operations (buyer messaging, review management) and ticketing tools (Zendesk/Gorgias or similar).
4. Strong data-analysis and reporting skills; able to drive decisions with service dashboards.
Familiar with US/EU/JP/KR consumer service expectations; printing supplies / smart hardware experience is a plus.
5. Self-disciplined and experienced in managing remote teams across time zones.