Interested in working at
Chengbao
?
Customer Support Quality Manager
Wan Chai
HKD
+
-
People Management
Strong Communication Skills
Strong Analytical Thinking
Who we're looking for

Are you interested in cybersecruity? Chengbao is looking for a Customer Support Quality Manager who can help them pave the way to a more private and secure digital world

Who we're looking for

Are you interested in cybersecruity? Chengbao is looking for a Customer Support Quality Manager who can help them pave the way to a more private and secure digital world

Perks
  • Dress code: smart casual
  • Layout: lots of light with open space
  • Features: table tennis table, pull-up bars and powerful hardware
  • Amenities: free breakfast
Your Role
  • Hire a team of remote-based world-wide QA specialists, such as alumni of well-run customer-support organizations in the US and Europe. Their jobs will be to spot-check email and chat conversations between agents and customers, judge quality, and give feedback to the agents to improve.
  • Design and implement processes for consistently assessing the quality of support interactions, giving actionable feedback to the agents, and improving training processes.
  • Set the quality bar for how well agents should interact with customers.
  • Do spot-checks on tickets yourself and give useful feedback to agents and trainers.
  • Create weekly reports to stakeholders, show the performance of your team and of support as a whole.
  • Coach your team members, raise their skill-levels.
Requirements
  • Experienced people manager
  • Nice to have but not required: Experience working in a customer support organization
  • Excellent English written communication skills, both to lead your team, as well as how to interact with customers. You must have a talent for empathy, communicating with our types of customers extremely effectively, and being able to train other people in how to communicate at your level. Specifically, you'll need to be excellent at providing written feedback on writing-style.
  • Analytical problem solving skills, comfortable in Excel, able to manage a team by the numbers.
  • Well organized, talent for creating and running efficient processes.
About the Company

Paving the way to a more private and secure digital world, Chengbao offers consumers in over 200 countries industry-leading cybersecurity software and services. Being an international tech company, Chengbao has a team of 300+ people worldwide and a core team of 70 based in Hong Kong/

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