Customer Service Manager — Global (Real-Time & Multi-Channel)

Polette Limited; Hong Kong; On-site; HKD 1,004,000 - 1,339,000; Full time

Job summary

Polette Limited is seeking an unshakeable operational leader to manage our global, 24/7 customer support system. You will own the week across all seven days, tackling friction head-on and turning support into a growth engine with grit and learning agility.

The role focuses on leading global BPO teams, elevating Trustpilot scores, deploying AI and automation, and fixing root causes across logistics, marketing, and production.

Qualifications

• 2+ years in Customer Service or Operations.
• Experience managing BPOs or outsourced teams.
• Familiarity with Trustpilot or similar reputation tools.
• Proficiency in English or French.

Responsibilities

• Lead global BPO teams across social channels and email.
• Drive Trustpilot growth through rapid recovery actions.
• Deploy AI and automation to shorten response times.
• Identify and fix root causes across logistics, marketing, production.

Skills

Customer Service

Operations

Leadership

BPO Management

Trustpilot

Social media

English/French

Job description

We are seeking an unshakeable operational leader to manage our global, 24/7 customer support system. While basic operational experience is required, mindset, grit, and learning agility are what will get you hired. We need a tough, proactive leader who takes total ownership across all 7 days, tackles friction head-on, and turns customer support into a growth engine.

What We Look For: Mindset & Soft Skills (Primary Deciding Factor)

Relentless "Can-Do" Attitude: Solutions-oriented mindset; you focus on results, never on limitations or blame.

Hunger to Learn: Highly adaptable and eager to master new AI tools, software, and dynamic workflows.

Toughness & Resilience: Mentally strong under high volume and pressure; you run toward crises, not away from them.

7-Day Operational Ownership: You maintain active oversight and high standards across the entire week to ensure zero coverage gaps.

Key Responsibilities

Lead Global BPO Teams: Direct outsourced international agents across Instagram, TikTok, live chat, and email.

Elevate Trustpilot: Drive review volume and systematically elevate our Trustpilot scores through rapid recovery actions.

Deploy AI & Automation: Optimize modern CS platforms and AI tools to achieve response times in minutes.

Fix Root Causes: Identify customer pain points across logistics, marketing, and production, collaborating internally to fix them permanently.

Qualifications

2+ years of experience in Customer Service or Operations (experience managing BPOs or outsourced teams is a plus).

Familiarity with online reputation management (Trustpilot or similar) and social media channels.

High proficiency in English or French.

Must-have: Proven track record of self-drive, proactive problem-solving, and rapid learning.