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Open nowPosted 5 hours agoWe saw it 64 min after it went up

Independent Station Customer Service Supervisor 独立站客服主管

a9ihi0un9c/fte135 open roles

Where
Hangzhou, Zhejiang, Chinese Mainland
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Your applicationOpen nowIndependent Station Customer Service Supervisor 独立站客服主管a9ihi0un9c/fte · Hangzhou, Zhejiang, Chinese Mainland

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: posted 5 hours ago

The posting

1. Responsible for omnichannel user communication, including email, online chat, social media private messages, and personally handling daily work orders during the early stages of employment. 2. Build a customer service system from scratch, complete helpdesk selection and configuration, design a work order tag system, reply template library, SLA standards, and train AI to automatically reply. 3. Handle complex issues such as order communication, product quality problems, logistics anomalies, refunds and reshipments, and develop and maintain after-sales policies. 4. Produce weekly user voice reports, track product issues and refund reasons, and drive product, supply chain, and delivery teams to improve. 5. Participate in after-sales experience design, including evaluation collection, UGC solicitation, repurchase incentives, and gradually undertake community and private domain operations.

1.负责全渠道用户沟通，包括邮件、在线chat、社交媒体私信，入职初期需要亲自处理日常工单。 2.从零搭建客服系统，完成helpdesk选型与配置，设计工单tag体系、回复模板库、SLA标准，训练AI自动回复。 3.处理订单沟通、产品质量问题、物流异常、退款补发等复杂问题，制定并维护售后政策。 4.每周输出用户声音报告，追踪产品问题和退款原因，推动产品、供应链和投放团队改进。 5.参与售后体验设计，包括评价收集、UGC征集、复购激励，逐步承担社群和私域运营。

1. More than two years of overseas DTC e-commerce customer service or user operation experience, familiar with Shopify backend. 2. The English writing should reach the level of the native language, with a natural and friendly response tone, and be able to write words that are comfortable for American users to read. 3. Have experience in building or leading the reconstruction of customer service systems from scratch, familiar with at least one helpdesk tool such as Gorgias and Zendesk. 4. Daily use of AI tools, able to draft templates, classify work orders, and optimize automatic responses using large models. 5. Possess basic data capabilities, able to independently calculate response time, contact rate, refund reason distribution, satisfaction and other indicators. 6. Willing to personally handle frontline work, while possessing systematic thinking and the ability to transform repetitive problems into processes and tools.

bonus point

1. Priority is given to POD on-demand customization business experience, familiar with material confirmation, production communication, defect determination, and reissue processes for customized orders. 2. Operated Discord or overseas online communities. 3. Able to adapt to some working hours in the US time zone.

1.两年以上海外DTC电商客服或用户运营经验，熟悉Shopify后台。 2.英文书写达到母语水平，回复语气自然、亲切，能写出美国用户读来舒服的文字。 3.有从零搭建或主导重构客服体系的经历，熟悉Gorgias、Zendesk等至少一款helpdesk工具。 4.日常使用AI工具，能用大模型起草模板、分类工单、优化自动回复。 5.具备基础数据能力，能独立统计响应时长、联系率、退款原因分布、满意度等指标。 6.愿意亲自上手一线工作，同时有体系化思维，能把重复问题沉淀为流程和工具。

加分项

1.POD按需定制业务经验优先，熟悉定制订单的素材确认、生产沟通、瑕疵判定与补发流程。 2.运营过Discord或海外线上社群。 3.能适应美国时区的部分工作时间安排。

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