Customer Service Manager (Remote)

About Novelship

Novelship is Asia’s premier online marketplace for authentic sneakers, apparel, and collectibles. We are committed to providing an excellent customer experience and are seeking a Customer Service Manager to lead and optimize our support team through AI-driven solutions, robust self-help resources, and strategic training for human agents.

Role Overview

As the Customer Service Manager, you will be responsible for leveraging AI and automation to improve customer support efficiency, maintaining an extensive and effective FAQ library to encourage self-service, and training human agents to handle complex, high-impact inquiries. You will also analyze customer service data to identify trends, improve AI chatbot performance, and enhance overall response quality.

Key Responsibilities

AI & Automation Optimization

• Oversee the integration and performance of AI-driven customer support tools (e.g., chatbots, automated responses).
• Continuously refine AI-generated responses based on customer interactions and feedback.
• Identify and propose areas where automation can improve response time and efficiency.
  
  
  

Self-Service & Knowledge Base Management

• Maintain and update FAQ articles, help center content to ensure users can easily find accurate and helpful information.
• Work closely with product and marketing teams to keep support content aligned with new product launches and policy changes.
• Analyze helpdesk searches and inquiries to identify gaps in self-service resources.
  
  
  

Agent Training & Performance Optimization

• Train and develop human agents to handle high-value cases that require judgment and empathy.
• Establish best practices for handling customer disputes.
• Ensure the team maintains a high standard of service across all communication channels (email, chat, social media, etc.).
  
  
  

Data Analysis & Continuous Improvement

• Monitor and analyze key customer support metrics, including helpdesk views, chatbot performance, response times, satisfaction ratings, and agent productivity.
• Use data insights to refine AI responses, improve training processes, and optimize team workflows.
  
  
  

What We’re Looking For

• Experience: Minimum 2 years in a customer service or support leadership role, preferably in e-commerce.
• AI & Tech Savvy: Comfortable working with AI-driven support tools, helpdesk platforms, and knowledge management systems.
• Data-Driven: Ability to analyze customer service metrics and translate insights into action.
• Communication & Training Skills: Strong written and verbal communication skills, with experience training and mentoring teams.
• Problem-Solving Mindset: Proactive in identifying issues and implementing solutions to enhance efficiency.
• Customer-Centric Approach: Passion for delivering a seamless and positive customer experience.
  
  
  

Bonus Skills

• Experience with Zendesk, Freshdesk, or other CRM/helpdesk tools.
• Knowledge of automation tools and AI chat.
• Experience in E-Commerce customer support.
  
  
  

Why Join Us?

• Be at the forefront of AI-driven customer service innovation.
• Work with a dynamic team in a fast-growing company.
• Opportunity to shape and improve customer experience strategies.
• A culture that values data-driven decision-making and continuous learning.
  
  
  

If you’re passionate about combining technology, data, and human expertise to create outstanding customer experiences, we’d love to hear from you!

Apply now and be part of the future of customer service at Novelship.