Assistant Customer Service Manager 客戶服務副理

Lalamove
Taipei
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Leadership","Adaptability","Problem-solving","Analytical thinking","Collaboration"]

Lead Lalamove’s centralized customer service team in Taiwan, directly managing and developing a growing CX function. Own day-to-day operations, service quality, and process improvements, including onboarding new team members and ensuring KPI targets are met. Serve as an escalation point for customer issues and drive root-cause analysis to improve customer experience, while maintaining CX reporting for management and supporting frontline operations as needed.

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Lalamove
Lalamove
10 hours ago

Assistant Customer Service Manager 客戶服務副理

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead Lalamove’s centralized customer service team in Taiwan, directly managing and developing a growing CX function. Own day-to-day operations, service quality, and process improvements, including onboarding new team members and ensuring KPI targets are met. Serve as an escalation point for customer issues and drive root-cause analysis to improve customer experience, while maintaining CX reporting for management and supporting frontline operations as needed.
Location: Taipei
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Directly manage and develop a growing centralized customer services team in Taiwan.
  • •Ensure smooth onboarding and delivery of high-quality customer service.
  • •Coordinate staffing requirements, work assignments, and daily operations to maintain optimal performance.
  • •Train, develop, and coach CX team members to meet KPI targets and provide feedback during daily operations.
  • •Act as an escalation point for customer issues; analyze root causes of complaints and implement improvements, while updating and maintaining CX reports.

Key Requirements

  • •Minimum 5 years of experience in customer service, including at least 3 years in a supervisory role.
  • •Experience in the logistics, platform, and on-demand delivery industry is a plus.
  • •Proficiency in Google Workplace and Microsoft Office for data reporting and analysis.
  • •Excellent communication and written skills in Mandarin and English.
  • •Bachelor’s degree or above.
Experience:5+ yearsLogisticsPlatformOn-demand delivery
Education:Bachelor's
Skills:LeadershipAdaptabilityProblem-solvingAnalytical thinkingCollaboration
Languages:MandarinEnglish
Tech Stack:Google WorkplaceMicrosoft Office

Company Brief

Lalamove
On-demand logistics platform providing same-day delivery, courier, and freight services for individuals and businesses across urban centers, connecting drivers with customers via a mobile and web app.
Industry: Last Mile Delivery
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Hong Kong, Hong Kong
Founded: 2013
WebsiteLinkedIn