Customer Service Manager (Chinese Speaker)

Position: Customer Service Manager (Chinese Speaker) Location: Vietnam (relocation required) About the Role: On behalf of our client, a fast-growing iGaming and digital payment company, we are seeking a dynamic Customer Service Manager (Chinese speaker) to join the office in Ho Chi Minh City, Vietnam. Responsibilities: Develop the company's overall customer maintenance and customer operation strategies to improve user satisfaction, activity, and retention rates. Establish and refine a customer tiering system and customer lifecycle management system, and design differentiated maintenance plans for different types of customers. Manage and guide the customer maintenance team, optimizing customer communication processes, service standards, and execution efficiency. Collect and analyze customer behavioral data, feedback data, and operational data, and continuously optimize customer maintenance strategies and their effectiveness. Collaborate with relevant departments such as Product, Technology, and Operations to drive continuous improvement in product features and user experience. Establish and improve customer maintenance-related policies, processes, and management standards to enhance the overall professionalism of the team. Monitor industry trends and competitors' customer operation strategies, regularly produce analytical reports, and provide reference insights for company decision-making. Requirements: 3+ years of experience in customer maintenance / customer operations, including 3+ years in a team management role. Experience in customer maintenance or user operations for overseas iGaming / online gaming products is preferred. Strong data analysis skills, with a high sensitivity to core metrics such as user activity, retention rate, and repurchase rate. Deep understanding of iGaming user behavior and consumption needs, with proven methodologies for improving user satisfaction, loyalty, and lifetime value. Excellent team management, judgment and decision-making, and cross-departmental communication and coordination skills. Logical, meticulous, and skilled at identifying common patterns from customer issues and developing effective solutions. Strong ability to work under pressure, with a track record of delivering stable results in high-intensity business environments. Able to adapt to an efficient, fast-paced work environment. Fluent in Chinese (Mandarin) and English. What We Offer: A competitive salary and benefits package. Relocation package including flight ticket, visa expenses, accommodation, and meals. Extensive opportunities for professional development and career growth within a fast-paced, expanding company.