APAC Customer Care Lead: Escalations & Experience

Chrono24; Hong Kong; On-site; HKD 300,000 - 420,000; Full time

Job summary

Chrono24 is seeking a Customer Care Manager to take lead on escalated APAC customer inquiries and coordinate with Product, Account Management, and Compliance across time zones. You will investigate cases in depth, follow established workflows, and ensure a best-in-class experience for buyers and sellers in the APAC region and beyond.

The role requires 1–3 years in customer support, excellent written and verbal communication in APAC languages and English, and strong organizational skills to

Qualifications

• 1–3 years of experience in customer support, with exposure to escalations or complex cases.
• Strong written and verbal communication skills in APAC languages and English.
• Ability to apply established procedures to identify patterns and resolve non-standard cases.
• Experience with ticketing systems (e.g., Zendesk, AWS) and maintaining accurate case documentation.

Responsibilities

• Serve as the escalation point for complex or unresolved customer cases from the APAC user base.
• Identify recurring patterns in tickets and flag them for process improvements.
• Coordinate with Product, Account Management, and Compliance across time zones.
• Handle a structured caseload of customer complaints with defined workflows.
• Monitor ticket queues, prioritize cases according to SLA targets, and maintain high CSAT and quality scores.
• Work core hours aligned with APAC business hours (e.g., SGT/HKT) with some overlap with global teams.

Skills

Customer support

Communication

Organizational skills

Ticketing systems

Cross-team coordination

Tools

Zendesk

AWS

Job description

Chrono24 is seeking a Customer Care Manager to take lead on escalated APAC customer inquiries and coordinate with Product, Account Management, and Compliance across time zones. You will investigate cases in depth, follow established workflows, and ensure a best-in-class experience for buyers and sellers in the APAC region and beyond.

The role requires 1–3 years in customer support, excellent written and verbal communication in APAC languages and English, and strong organizational skills to