Oversee customer service operations, including monitoring and reporting on key performance indicators such as customer satisfaction, workload, response times and any other metrics affecting service quality. Ensure high service quality and strict adherence to established processes. Collaborate cross-functionally with support teams to deliver best-in-class customer service. Participate in recruitment activities, including candidate screening and interviewing. Daily responsibilities include: - Ensuring smooth team operations, with prompt response to and escalation of urgent issues - Monitoring KPIs and performance outcomes, identifying problems and trends - Conducting weekly and monthly performance evaluations with customer service agents - Performing quality assurance and training activities - Optimizing business processes - Communicating business updates, policy changes and other relevant information in a timely manner - Creating monthly schedules and managing daily shift assignments Requirements: - Minimum of 3 years’ customer service experience in web3 - Bachelor’s degree or at least 3 years of relevant call center management experience - Proven track record of leading large (>15 members), diverse teams - Extensive experience in effective recruitment, training, coaching and people management practices - Strong planning and interpersonal skills, with a process-driven, detail-oriented mindset - Team player capable of working across departments and leading complex operational initiatives - Fluent in English (spoken and written); Mandarin proficiency preferred - Passion for new technologies and a strong desire to leverage tech to improve organizational efficiency and business processes - Willingness to work 24/7 according to scheduled shifts Bonus: - Experience collaborating with teams across global offices and time zones