Customer Service Operations

Workflow Design & Optimization

Handle high- volume, cross- border support operations (Dropshipping/POD)
Identify bottlenecks and improve key metrics (FRT, Resolution Time, CSAT)
Design and optimize end- to- end ticket workflows across Zendesk / Lark / Freshdesk

Automation & System Setup

Continuously improve system logic to minimize human errors
Standardize workflows across multiple stores / markets
Build and maintain triggers, automations, macros to reduce manual workload

SOP & System Standardization

Develop SOPs, flowcharts, and training materials
Turn complex operations into scalable, repeatable systems
Ensure consistency across internal team & collaborators (CTV)

Data & Performance Tracking

Build dashboards to track:
Resolution Rate
First Response Time (FRT)
CSAT
Analyze data to identify issues across the Dropshipping/POD order lifecycle

Must- have:

Good English (written) for global communication
Hands- on experience with ticketing systems (Zendesk / Freshdesk / Lark…)
Strong logical thinking & problem- solving mindset
Experience in setting up or optimizing: (1) Workflows; (2) Automations / triggers / macros
2+ years in Customer Support / Operations (E- commerce preferred)

Big plus if you have:

Have built or improved a support system that: (1) Reduced response time, (2) Improved CSAT, (3) Increased team efficiency
Experience in Dropshipping / POD / cross- border E- commerce
Familiar with Shopify System

free wi fi non financial benefits, pantry area work environment and facilities, user defined, user defined

Cập nhật gần nhất lúc: 2026-03-26 12:35:02