Regional Customer Service Manager (Mandarin Speaker)

We are partnering with a fast-growing international organisation to identify an experienced Regional Customer Service Manager (Mandarin Speaker) to lead and scale its regional customer support operations.

This is a senior leadership opportunity for someone who can drive service strategy, lead large, multi-site teams and improve operational performance across multiple markets. The ideal candidate is both a strategic thinker and hands-on leader who can build strong teams, optimise processes and deliver a consistent customer experience.


Key Responsibilities

• Lead and oversee large-scale customer service operations across multiple markets, ensuring service quality, operational efficiency and scalability.
• Manage and develop multi-site, multilingual teams across Southeast Asia and other international markets.
• Drive performance against key service metrics, including Customer Satisfaction (CSAT), First Response Time and Resolution Rate.
• Identify operational gaps and lead continuous improvement initiatives across workflows, SOPs, service standards and the overall customer journey.
• Develop and coach team leaders and managers, building a high-performing and accountable team culture.
• Work closely with cross-functional stakeholders, including Product, Engineering, Marketing and other business teams, to address root causes and enhance customer experience.
• Oversee workforce planning, resource allocation, hiring and capability development to support business growth.
• For one of the openings, oversee additional online community and reputation management functions, including public feedback, online reviews and customer sentiment across digital platforms.

Requirements

• At least 7-8 years of experience in Customer Service, Customer Experience or Contact Centre operations.
• Proven experience leading large-scale customer service teams, preferably with 60-100+ headcount or regional/global responsibilities. 
• Strong senior leadership experience, with a track record of managing managers or team leaders.
• Demonstrated ability to drive operational strategy, performance improvement and measurable business outcomes.
• Solid experience in process optimisation, quality management, SOP development and continuous improvement.
• Strong stakeholder management and communication skills, with the ability to influence cross-functional teams.
• Experience in fast-paced industries such as FinTech, Internet, E-commerce or BPO will be advantageous.
• Proficiency in Mandarin is required to liaise with Chinese-speaking stakeholders.
• Exposure to automation, AI-enabled solutions or digital transformation initiatives will be an added advantage.