Customer Service Operations Manager

6 days ago


San Jose, California, United States xTool Full time

About Xtool

Xtool is a leading technology company specializing in laser cutting and engraving machines, along with related software solutions. These products are widely used in industries such as manufacturing, creative design, education, and by DIY enthusiasts.

Job Title: Customer Service Operations Manager

We are looking for a dynamic and experienced Customer Service Operations Manager to execute our after-sales service efforts in Silicon Valley. As a key member of our team, you will be responsible for analyzing local customer needs, developing service policies, and improving service delivery quality.

Key Responsibilities

1. Develop and implement after-sales service policies, solutions, and processes, considering regional policies, regulations, and company requirements.

2. Plan and build global after-sales service locations, manage service providers, and ensure the compliance and effectiveness of financial activities.

3. Continuously improve service delivery quality through performance evaluations, solution optimization, and empowering personnel, ensuring customer satisfaction.

4. Analyze customer feedback, communicate insights to relevant departments, and follow up to resolve any issues.

Qualifications

1. Fluent in English, capable of using it as a working language and open to long-term travel.

2. Over 5 years of experience in global after-sales operations management.

3. Access to resources of after-sales service providers in Europe and America.

4. Detail-oriented and diligent, with strong organizational skills, logical thinking, adaptability, and communication skills.

Why Work with Us

Opportunity to work with a passionate, innovative team, be part of a growing company with a strong market presence, and enjoy a competitive salary and benefits package.



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