Customer Service Manager

Job Summary The U.S. After Sales Customer Service Manager is responsible for leading customer service operations across the U.S. market, ensuring an outstanding customer experience while protecting the company's brand reputation. This role oversees customer support processes, manages escalated customer issues, drives service quality improvements, and collaborates cross-functionally with Product, Engineering, Quality, Sales, Marketing, and Operations teams to continuously improve products and customer satisfaction. The ideal candidate is a customer-focused leader with strong operational experience, exceptional communication skills, and a data-driven mindset who can build scalable after-sales processes to support Jackery's rapid business growth in North America. Key Responsibilities Customer Service Operations Lead daily U.S. customer service operations across phone, email, chat, social media, and online review platforms. Ensure service KPIs, including SLA, CSAT, First Response Time, Resolution Time, and Customer Retention, consistently meet or exceed targets. Continuously optimize customer service workflows, SOPs, and quality standards. Customer Escalation & Crisis Management Independently manage complex customer escalations involving executive complaints, BBB cases, product safety concerns, warranty disputes, legal claims, and social media issues. Balance customer satisfaction with company policies while protecting brand reputation. Serve as the primary escalation point for high-risk customer situations. Customer Experience & Continuous Improvement Analyze customer service metrics, trends, and product failure data to identify improvement opportunities. Develop preventive solutions to reduce ticket volume and improve overall customer experience. Implement best practices and automation to improve operational efficiency. Team Leadership Manage U.S.-based customer service representatives, freelancers, and external support partners. Recruit, coach, develop, and evaluate team members through regular performance reviews. Establish clear KPIs, training programs, and career development plans. Cross-functional Collaboration Work closely with Sales, Marketing, Product, Engineering, Logistics, and Operations to resolve customer issues efficiently. Collaborate with HQ teams in China to ensure timely communication and execution of global initiatives. Support new product launches by preparing customer support documentation, FAQs, and training materials. Qualifications Education & Experience Bachelor's degree or above in Business Administration, Operations, Customer Service, or a related field. Minimum 5 years of customer service or after-sales management experience , including at least 2 years supporting the U.S. market within a multinational company. Experience in consumer electronics, renewable energy, home energy storage, home appliances, or related industries is highly preferred. Experience managing customer service teams and outsourced support vendors is preferred. Core Competencies Customer Escalation Management Extensive experience handling executive escalations, BBB complaints, product liability concerns, warranty disputes, and legal-related customer cases. Strong understanding of U.S. consumer expectations and customer service best practices. Remote Team Management Experience managing remote employees, freelancers, or third-party customer support teams. Familiar with contractor management platforms such as Upwork or similar tools. Able to establish service standards, coaching programs, and performance management processes. Preferred Qualifications Experience supporting U.S. consumer products or home energy industries. Knowledge of U.S. warranty regulations, consumer protection laws, and product safety requirements. Experience building customer service SOPs, knowledge management systems, and AI customer support workflows. Experience with Lean, Six Sigma, or continuous improvement methodologies. Experience supporting new product launches in the U.S. market. Bilingual English/Mandarin is a plus. #J-18808-Ljbffr