Position Summary
We are seeking an experienced Customer Service Support Manager to lead and scale our Customer Support operations in Thailand for our on-demand AC cleaning and technician service platform. This role ensures customers receive fast, reliable, and professional support across all channels while maintaining high service quality from both internal teams and field technicians.
The ideal candidate has strong experience in managing support teams for consumer apps, on-demand services, with a customer-first mindset and strong process-optimization skills.
Key Responsibilities
1. Customer Support Operations (Daily Management)
- Lead and oversee day-to-day support operations (Chat, Line OA, Call Center, Social Media, Email, in-app ticketing).
- Ensure timely responses, SLA compliance, and professional resolution of customer issues.
- Manage escalations related to bookings, technician delays, cancellations, refunds, and service quality.
2. Team Leadership
- Recruit, train, and manage a team of Customer Support Agents (in-house).
- Build shift schedules to ensure 7-day coverage and peak-hour readiness.
- Implement coaching, performance reviews, and skill development programs.
3. Quality Assurance & Service Improvement
- Develop QA frameworks to monitor chat/call/ticket quality.
- Conduct regular audits to ensure technicians follow service standards (arrival time, professionalism, job quality).
- Work closely with Operations & Vendor Management teams to fix service gaps.
4. Customer Experience (CX) Strategy
- Design and enhance end-to-end customer journeysfrom booking to post-service follow-up.
- Reduce customer complaints through proactive communication and process improvements.
- Introduce customer satisfaction programs (CSAT & NPS surveys, automated follow-ups, review incentives).
5. Policy, SOP & Escalation Management
- Create and update support SOPs, refund policies, rescheduling guidelines, technician penalties, and escalation flows.
- Work with Product & Engineering teams to improve in-app UX, ticket systems, knowledge base, and automated solutions.
6. Reporting & KPI Ownership
- Track daily/weekly KPIs:
- Response Time & Resolution Time
- CSAT & NPS
- Booking Error Rate
- Technician No-Show / Delay Rate
- Repeat Service Issues
- Prepare insights and dashboards for management; recommend actionable improvements.
7. Cross-Functional Collaboration
- Coordinate with Product, Marketing, Operations, Finance, and Business Development.
- Support campaigns, promotions, and peak seasons (hot weather, holidays, etc.).
- Ensure alignment when launching new services (electrical repair, deep cleaning, appliance maintenance, etc.).
Qualifications
Must Have
- Bachelor's degree in Business, Operations, Communications, or related fields.
- 35+ years of experience in Customer Support or Operations in tech, marketplace, on-demand, or service industries.
- Strong leadership experience managing teams of 520+ agents.
- Native Thai speaker with good English communication skills.
- Experience using CRM/ticketing tools (Zendesk, Freshdesk, Intercom, Helpshift, etc.).
- Strong problem-solving skills and ability to manage crisis situations.
Preferred
- Experience in home services, maintenance, or gig-worker platforms.
- Background in QA, SOP creation, and process standardization.
- Ability to work in fast-paced startups and handle peak-season surges.
Key Competencies
- Customer-centric mindset
- Strong communication and negotiation skills
- Data-driven decision making
- High emotional intelligence
- Ability to multitask and work under pressure
- Team motivation and coaching skills
- Understanding of technician workflows and field operations
Contact us.
Email : [Confidential Information]
