Customer Service Manager

We are seeking a strategic and results-driven Customer Service Manager to oversee and scale our international jewelry brand`s presence on Etsy. The ideal candidate will manage a dedicated team, optimize store SEO, handle global customer relations, and ensure smooth order fulfillment to deliver a premium luxury shopping experience.

Key Responsibilities

• Headquarter Standard Adoption : Thoroughly understand the customer service standards, customer experience requirements, platform rules, and business objectives established by the Hangzhou, China headquarters;

• Local Transformation: Translate headquarters standards into local team SOPs, operation checklists, training content, narrative templates, and quality inspection standards; Provide Localization explanations for complex standards to ensure that Bangladeshi customer service understands "why it should be done this way" and "how to do it specifically".

• Team Leadership: - Conduct daily management of the Bangladesh CS team, including shift scheduling, attendance management, task assignment, discipline management, and performance follow-up;- Establish a team atmosphere with high standards, strict requirements, and strong implementation. Timely correct the personnel who fail to implement service standards properly. Provide coaching, warnings, or recommendations for dismissal to employees who repeatedly make mistakes, have long-term low performance, or lack a sense of responsibility.

• Maintain Communication: Regularly ensure maintain communication with local CEO & Hangzhou headquarter.