At Chengbao, we're leading the way to a more private and secure digital world. Consumers in over 200 countries around the globe rely on our industry-leading cybersecurity software and services.
We are an international tech company with a team of 300+ worldwide and a core team of 70 based in Hong Kong. We're profitable, growing, and just getting started.
We’re looking for a Customer Support Quality Manager
This is a new position based in Hong Kong to create and oversee a new department specifically for measuring and improving the quality of our customer-support interactions. Your mission will be to raise the quality of interactions that customers have with our support team.
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.
Required skills and experience
Experienced people manager
Experience working in a customer support organization
Excellent English written communication skills, both to lead your team, as well as to interact with customers
Analytical problem solving skills, comfortable in Excel, able to manage a team by the
Well organized, talent for creating and running efficient processes.
An attractive compensation
Flexible working hours and a healthy work life balance
A Fun and collaborative work environment that gives you room for creativity
Salary range / month : HK$ 40k-60k