Job Description

This is a hands-on leadership role within our Premium Membership Growth operation, combining frontline customer engagement and sales with day-to-day team leadership.

You will work directly with users through chat, email and platform messaging while supporting, coaching and coordinating our overseas customer service and sales team.

Key Responsibilities:

•  Handle frontline customer engagement, including account questions, billing concerns, complaints and escalations.
•  Identify user needs and introduce appropriate Premium Membership options, upgrades and retention solutions.
•  Lead and support a small customer service and sales team, including daily workflow, case handling, coaching and performance follow-up.
•  Work closely with QA, Escalation, Sales, Product and Operations teams to resolve customer issues and improve service quality.
•  Review complex customer cases and help team members improve communication, conversion and retention performance.
•  Maintain clear CRM and case records and support relevant customer service, sales and retention KPIs.

Work Arrangement:

•  Contract position with full-time working hours (40 hours per week).
•  Hybrid work model combining work from home with required international travel and on-site assignments.
•  Frontline coverage is aligned with U.S. daytime business hours, requiring regular overnight working hours for team members based in Asia.
•  Approximately one month of initial in-person onboarding and training in Chengdu, China.
•  Periodic travel to the Philippines may be required based on business needs.
•  All required business travel expenses are covered by the company.

Job Requirements

•  At least 2 years of hands-on experience leading or coordinating a customer service or sales team, including coaching, workflow coordination, performance follow-up or escalations.
•  Strong frontline experience in customer service, customer engagement, account management, retention or online sales.
•  Strong English communication skills, with the ability to work effectively in a fully English-speaking environment and manage a team in English.
•  Proven ability to handle complex customer cases, complaints and escalations.
•  Ability to collaborate effectively with QA, Sales, Product, Operations and other cross-functional teams.
•  Comfortable remaining hands-on with frontline customer engagement while taking responsibility for team leadership and development.
•  Able to maintain a professional work-from-home environment.
•  Able to work regular overnight hours aligned with U.S. daytime business hours.
•  Willing and able to travel internationally, including to China and the Philippines.

Preferred:

•  Experience supporting North American customers.
•  Experience with online sales, upselling, membership upgrades, retention or conversion.
•  Experience in Customer Success, subscription-based products, digital memberships, dating or social platforms, VIP accounts, QA, training or coaching.

Skills