This role is based in London.
Responsibilities:
- Establish effective escalation SOP & process and guidelines.
- Manage seller and creator enquiries escalated by internal stakeholders through the oncall ticket system.
- Identify root causes of escalated issues and provide appropriate resolutions.
- Monitor execution of improvement plans to meet performance metrics.
Qualifications:
- BA/BS degree or equivalent practical experience.
- Experience creating escalation processes or handling escalation cases.
- Ability to communicate effectively in Mandarin.
