Customer Service Operations Specialist - USDS

ata-driven manner, clearly understand the achievement paths of each indicator, drive relevant parties to conduct optimizations, and be responsible for service quality.

• Clearly understand the inter-relationships among various customer service efficiency indicators, disassemble the optimization paths of various efficiency indicators in a data-driven way, start with means such as product optimization, personnel management and process optimization, continuously optimize service efficiency and be responsible for service efficiency.
• Analyze the reasons why users contact customer service, start with user feedback to analyze the means of optimizing user experience, continuously empower the experience team and optimize the overall user experience.

Qualifications

Minimum Qualifications

• Advanced Proficiency in English and Chinese is required to effectively communicate and collaborate across regions.
• Minimum 2 years of relevant experience in customer service operations.
• Experience establishing standard operating procedures (SOPs) for customer service operations.
• Experience with data analysis with the ability to analyze and disassemble complex problems and formulate strategies, be able to think systematically and promote implementation.
• Experience collaborating with variety of stakeholders to promote the resolution of complex problems to achieve goals.

Preferred Qualification

• Strong global collaboration experience.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $88000 - $151112 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.