Customer Service Manager (Chinese Speaker)

Position: Customer Service Manager (Chinese Speaker)
Location: Vietnam (relocation required)

About the Role:
On behalf of our client, a fast-growing iGaming and digital payment company, we are seeking a dynamic Customer Service Manager (Chinese speaker) to join the office in Ho Chi Minh City, Vietnam.

Responsibilities:

• Develop the company's overall customer maintenance and customer operation strategies to improve user satisfaction, activity, and retention rates.
• Establish and refine a customer tiering system and customer lifecycle management system, and design differentiated maintenance plans for different types of customers.
• Manage and guide the customer maintenance team, optimizing customer communication processes, service standards, and execution efficiency.
• Collect and analyze customer behavioral data, feedback data, and operational data, and continuously optimize customer maintenance strategies and their effectiveness.
• Collaborate with relevant departments such as Product, Technology, and Operations to drive continuous improvement in product features and user experience.
• Establish and improve customer maintenance-related policies, processes, and management standards to enhance the overall professionalism of the team.
• Monitor industry trends and competitors' customer operation strategies, regularly produce analytical reports, and provide reference insights for company decision-making.

Requirements:

• 3+ years of experience in customer maintenance / customer operations, including 3+ years in a team management role.
• Experience in customer maintenance or user operations for overseas iGaming / online gaming products is preferred.
• Strong data analysis skills, with a high sensitivity to core metrics such as user activity, retention rate, and repurchase rate.
• Deep understanding of iGaming user behavior and consumption needs, with proven methodologies for improving user satisfaction, loyalty, and lifetime value.
• Excellent team management, judgment and decision-making, and cross-departmental communication and coordination skills.
• Logical, meticulous, and skilled at identifying common patterns from customer issues and developing effective solutions.
• Strong ability to work under pressure, with a track record of delivering stable results in high-intensity business environments.
• Able to adapt to an efficient, fast-paced work environment.
• Fluent in Chinese (Mandarin) and English.

What We Offer:

• A competitive salary and benefits package.
• Relocation package including flight ticket, visa expenses, accommodation, and meals.
• Extensive opportunities for professional development and career growth within a fast-paced, expanding company.