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Head of CS

2 weeks ago

Philippines TATE ASIA Full time $104,000 - $130,878 per year

Summary:

Our client is a dynamic and fast-growing company with a strong presence in the online gaming and digital entertainment industry. Their mission is to deliver innovative, data-driven, and culturally relevant gaming experiences tailored to the global market. They are currently expanding the team and seeking experienced and passionate professionals to join them in multiple roles.

About the role:

Fully responsible for the strategic planning, team building, and operational management of the Customer Service & Marketing Center (dual functions: customer service + telemarketing). Lead and expand a cross-functional team of 100+ members to enhance user satisfaction, deposit conversion, and retention through customer support, sales conversion, and client follow-ups. Collaborate efficiently with marketing and operations teams to form a closed-loop workflow. Accountable for key service metrics such as FRT (First Response Time) and HRT (Handling Resolution Time).

Industry Background: Overseas internet gaming / real-money gaming (iGaming) / large-scale BPO / overseas financial Fintech

Role and Responsibilities:

  • ⁠Develop and implement overall strategies for the Customer Service & Marketing Center, covering customer service, telemarketing, quality assurance training, risk control, and audit modules.

  • Optimize workflows for customer service and telemarketing to ensure continuous improvement in key metrics such as FRT, HRT, and sales conversion rates.

  • Coordinate with marketing and operations teams to execute user follow-ups, re-engagement campaigns, cross-selling, and other conversion activities.

  • Set and monitor team KPIs, including response time, conversion rate, retention rate, customer satisfaction, and other core indicators.

  • Establish standardized quality inspection and training systems to enhance team service levels and business capabilities.

  • Guide the risk control team in identifying and addressing risky user behaviors to ensure compliant operations.

  • ⁠Continuously explore user needs and pain points to drive product optimization and improve customer experience.

Requirements:

  • Bachelor's degree or higher, preferably in Marketing, Business Administration, Operations Management, or related fields.

  • ⁠8+ years of experience in customer service/sales management, including 3+ years in a departmental leadership role managing cross-functional teams of 50+ people.

  • Familiarity with local customer habits and service culture in Southeast Asia (especially the Philippines). Background in internet, gaming, finance, or iGaming industries is preferred.

  • ⁠Proven track record of optimising FRT and HRT, with data to demonstrate performance results.

  • ⁠Successful cases of sales conversion, customer retention, and VIP client management.

  • ⁠Excellent cross-department collaboration skills, with the ability to drive multiple teams (marketing, operations, product, etc.) to achieve growth goals.

  • Native-level Chinese, basic working English proficiency

Specialization

:Marketing Communications / PR

Type of Employment

:Permanent

Minimum Experience

:Fresher

Work Location

:Philippines