Global Customer Service Manager (Remote)

ARTCO ASIA Co., Ltd. is seeking a Global Customer Service Manager for one of our valued partners—an innovative company originally from France, renowned for its high-quality DIY art and craft kits sold across multiple countries and platforms. With a strong European foundation and a global reach, this fast-growing company is setting trends in the creative hobbies market.

This is an exciting opportunity to work 100% remotely while contributing to the success of an international brand. The role also offers opportunities for career growth and a pathway to becoming part of the management team.

Responsibilities

As a Global Customer Service Manager, you will:

1. Manage and lead a diverse team of customer service representatives, ensuring effective handling of customer inquiries across various channels, including Email, Facebook Messenger, Instagram, and TikTok.
2. Develop and implement customer service policies, procedures, and standards to ensure a consistent and high-quality customer experience across all communication channels.
3. Monitor and analyze customer service performance metrics, identifying areas for improvement and implementing strategies to achieve and exceed targets.
4. Collaborate with internal departments such as Marketing, Sales, and IT to develop strategies that improve customer engagement and retention.
5. Coordinate with teams managing each of the seven websites to ensure seamless communication and maintain a deep understanding of market-specific requirements and customer expectations.
6. Stay up-to-date with the latest trends in customer service and social media engagement, proactively recommending new tools or platforms to enhance the customer experience.
7. Oversee the Zendesk platform to ensure its efficient and effective use, optimizing customer service operations.
8. Conduct regular performance reviews, provide coaching and training to the team, and create opportunities for professional development and growth.
9. Handle escalated customer issues, delivering solutions that align with company objectives and meet customer satisfaction.

Qualifications and Requirements

Must-Have Qualifications

1. At least 5-7 years of direct experience in customer service, customer support, or call center operations specifically for B2C online retail (selling directly to consumers).
2. A minimum of 3+ years in a leadership or managerial role within customer service.
3. Expertise in Zendesk or similar customer service platforms, with hands-on experience using it to optimize customer service operations.

Additional Requirements

1. Strong background in e-commerce with in-depth knowledge of online retail practices and challenges.
2. Proven ability to lead, coach, and inspire a diverse team of customer service representatives, fostering a high-performance culture.
3. Fluency in English (professional-level written and spoken skills) is required. Proficiency in additional European languages such as French, German, Spanish, Italian, or Dutch is highly desirable.
4. Exceptional written and verbal communication skills, with the ability to handle challenging situations while maintaining a customer-focused and culturally adaptable approach.
5. Strong knowledge of social media platforms and proven ability to manage customer inquiries and engagement across diverse channels, ensuring consistency in brand voice and service quality.
6. Analytical mindset with critical thinking skills to identify root causes of problems, implement sustainable solutions, and drive continuous improvement.
7. Proven ability to analyze performance data and metrics to develop strategies that enhance customer satisfaction and operational efficiency.
8. Experience working with international customers and adapting customer service strategies to meet the diverse needs and cultural expectations of different markets, particularly in Europe and North America.

Salary: Competitive and negotiable, based on experience.

📩 How to Apply

If you meet these requirements and are excited about this opportunity, we’d love to hear from you! Please send your application, including your resume and a brief cover letter, to contact@artco-asia.com.