Back to search

Customer Service Lead - Tech/ e-Commerce Business

Hong Kong Permanent HK$480,000 - HK$720,000 per year View Job Description
We're looking for a passionate and data-driven Customer Service Lead to head our Customer Service team and elevate the customer experience in a fast-growing tech/online business. This role is ideal for a strategic thinker with a strong growth mindset, proven leadership experience, and a drive to continuously improve service quality and operational efficiency.
  • Fast Growing e-Commerce business
  • Leadership position

About Our Client

We're looking for a passionate and data-driven Customer Service Lead to head our Customer Service team and elevate the customer experience in a fast-growing tech/online business. This role is ideal for a strategic thinker with a strong growth mindset, proven leadership experience, and a drive to continuously improve service quality and operational efficiency.

Job Description

  • Lead and develop a high-performing Customer Service team, fostering a culture of ownership, learning, and excellence.
  • Manage live chat and other support channels to ensure fast, empathetic, and effective customer interactions.
  • Use customer feedback and service data to identify pain points and implement improvements that enhance service effectiveness.
  • Collaborate cross-functionally with Product, Engineering, Marketing, and Operations to resolve issues and improve the customer journey.
  • Design and optimise customer service processes, SOPs, and escalation work flows.
  • Monitor key performance indicators (KPIs) and generate actionable insights to improve team performance and customer satisfaction.
  • Champion a customer-first mindset and advocate for customer needs across the organisation.
  • Drive initiatives to automate and streamline support operations while maintaining a human touch.
  • Stay ahead of industry trends and best practices to continuously evolve the CS function.



The Successful Applicant

  • Bachelor's degree in Business, Communications, or a related field.
  • Minimum 3 years of experience in a team leadership role within customer service, ideally in a tech or online business.
  • Strong experience managing live chat and digital support platforms.
  • Excellent communication and interpersonal skills, with the ability to influence and collaborate across departments.
  • Proven ability to analyse data, extract insights, and drive measurable improvements.
  • Growth mindset with a passion for innovation and continuous learning.
  • Experience in process improvement and change management is a strong plus.

What's on Offer

  • Fast paced and energetic working environment
  • Excellent career progression path
Contact
Smania Wu
Quote job ref
JN-102025-6864998
Phone number
+852 2848 4702

Job summary

Function
Sales
Specialisation
Account Manager
What is your area of specialisation?
Technology & Telecoms
Location
Hong Kong
Job Type:
Permanent
Consultant name
Smania Wu
Consultant phone
+852 2848 4702
Job Reference
JN-102025-6864998

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.