Head of Customer Service & Strategy (Multi-Shift)

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

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.