Department: Product

Team: Customer Care

LINE Global Customer Care aims to create an outstanding service experience for all users. This role supports our mission to create an amazing life platform that brings WOW! to our users, ensuring that customer inquiries are resolved effectively while maintaining high-quality service. The Assistant Manager (Outsourcing Vendor Management) oversees Thailand's Customer Care outsourcing operations, driving performance excellence and ensuring efficient day-to-day execution.

Responsibilities

Assist in managing outsourcing operational performance and key metrics including SLA, content per hour, average handling time, and error rates
Supervise team members, fostering motivation and accountability to achieve Global Customer Care KPIs
Support the implementation of effective reporting and monitoring processes with action plans for continuous improvement
Communicate effectively with the outsourcing team regarding tasks, decisions, and processes, highlighting the broader impact on cross-departmental initiatives
Identify, analyze, and escalate customer and team issues to relevant cross-functional teams for timely resolution
Support audits with the global security team to ensure compliance with security and standard procedures within outsourcing operations
Assist in conducting quality assurance sampling and monitor accuracy of work output
Support staff development through performance monitoring, coaching, and training
Ensure alignment of outsourcing operations with LINE policies and standards
Contribute to special projects and additional tasks as assigned
Support new business projects within Customer Care to enhance operational capabilities

Qualifications

Bachelor's degree in a related field
2+ years of experience in a supervisory or support role in customer service, preferably within technology-related industries
Proficiency in Microsoft Office (Excel, Word, PowerPoint) and related tools
Strong analytical and problem-solving skills
Attention to details with strong organizational and time-management abilities
Team and people management skills, including coaching and communication
Ability to work effectively in fast-changing environments with cross-functional teams
Positive working attitude, strong interpersonal skills, and self-motivated mindset
Professional proficiency in Thai and English

Location

LINE Thailand Head Office, Gaysorn Tower, Bangkok

At LINE Company Thailand, our mission to bring people closer together starts with our own team. We are committed to building a diverse and inclusive workplace where every employee feels valued for their skills, experiences, and unique perspectives. We believe that by celebrating our differences, we can create more innovative products and better connect with the communities we serve.

As part of this commitment, if you have a disability and need support or adjustments during the recruitment or onboarding process, please let our Talent Acquisition Team know at your first interaction—we will be glad to assist.

Assistant Customer Care Manager

Customer Care Assistant Manager (Outsourcing Vendor Management)