Head of Customer Service

Sterry Limited; Hong Kong; On-site; HKD 1,000,000 - 1,600,000; Full time

Job summary

Sterry Limited is seeking a Head of Customer Service to lead and scale the entire CS department across all shifts. The role oversees CS Managers, ensures cross-shift handoffs, and aligns strategy with Logistics, Quality, and Executive Leadership.

You will own KPIs, mentor managers, standardize SOPs, and drive improvements in CSAT, FRT, resolution time, and refund/chargeback processes. Experience in e-commerce, Shopify, Zendesk, and cross-functional collaboration is essential.

Qualifications

• Bachelor’s degree in Business Administration or related field; leadership mindset and ability to steer high-performing teams.
• 10+ years in Customer Support/Service operations, with at least 8+ years leading managers, shift leads, or multi-shift teams.
• Technical proficiency with Shopify, 3PLs, Meta Business Suite, helpdesk CRMs (Zendesk, Gorgias, Freshdesk), and Google Workspace.

Responsibilities

• Lead and scale the CS department across all shifts; set strategy and owns high-level KPIs.
• Directly supervise CS Managers to ensure policy enforcement and 24-hour continuity.
• Own SOPs, CS Handbook, and cross-shift handoff protocols to prevent dropped tickets.
• Collaborate with Logistics, Product, Marketing, and Operations; provide root-cause insights.

Skills

Leadership

Strategy

People management

Analytical thinking

Stakeholder management

Education

Bachelor’s degree in Business Administration or related field

Tools

Shopify

Zendesk

Gorgias

Freshdesk

Meta Business Suite

Google Workspace

3PLs

Job description

About the Role
The Head of Customer Service will lead, align, and scale the entire Customer Service department across all shifts. While the CS Managers run day-to-day operations and coach front-line agents during the AM and PM windows, the CS Head ensures seamless cross-shift handoffs, sets departmental strategy, owns high-level KPIs, and acts as the strategic bridge between Customer Support, Logistics, Quality, and Executive Leadership.

Directly supervise, mentor, and evaluate the CS Managers to ensure balanced accountability, consistent policy enforcement, and 24-hour operational continuity.

Resolve escalated policy ambiguities, complex disputes, or out-of-scope issues that exceed shift manager approval limits.

Standardize shift-to-shift handoff protocols to prevent dropped tickets, missed social inquiries, or fragmented case ownership.

2. Strategy, Process & Documentation

Own the overarching CS strategy, standard operating procedures (SOPs), and the CS Handbook-ensuring all process updates implemented by managers remain standardized across both shifts.

Identify operational bottlenecks (e.g., recurring claims, chargebacks, shipping delays) and build scalable solutions to minimize ticket volume and resolution time.

Direct workforce planning, shift scheduling models, and coverage contingency plans for peak seasons, leaves, and unexpected spikes.

3. Performance Tracking & KPI/OKR Ownership

Synthesize weekly reports from CS managers into actionable department-wide performance summaries for executive review.

Define, track, and elevate department benchmarks: CSAT, First Response Time (FRT), Resolution Time, Quality Assurance (QA) scores, and Shopify chargeback win rates.

Monitor agent coaching trends and calibration sessions to ensure grading consistency between both shift managers.

4. Cross-Functional Collaboration & Product Quality

Lead weekly feedback loops with Logistics/Shipping regarding carrier and 3PL fulfillment claims, shipping delays, and inventory inaccuracies.

Analyze consolidated defect reports, customer complaints, and chargeback trends; deliver root-cause insights to Product, Marketing, and Operations to prevent recurring issues.

Partner with Social Media/Marketing teams to ensure engagement standards on Meta Business Suite and other public channels are met or exceeded.

What We’re Looking For

Education: Bachelor’s degree in Business Administration, Communications, Management, or a related field is a plus—but what truly matters is your leadership mindset and ability to steer high-performing teams. Eagerness to learn is just as valued as experience.

Experience: 10+ years in Customer Support/Service operations, with at least 8+ years leading managers, shift leads, or multi-shift teams (e-commerce background strongly preferred).

Technical Proficiency: Hands-on experience with Shopify, 3PLs, Meta Business Suite, helpdesk CRMs (Zendesk, Gorgias, Freshdesk, etc.), and Google Workspace/Sheets.

Analytical Skills: Proven ability to turn defect trackers, dispute data, and shift callouts into actionable operational improvements.

Leadership: Strong track record in leadership coaching, performance management, and conflict resolution across asynchronous or multi-shift teams.