Senior Customer Service Lead Cross-Shift Strategy KPIs

Sterry Limited; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Sterry Limited is seeking a Senior Customer Service Manager to lead the department across all shifts, aligning strategy and KPIs with executive leadership. You will supervise CS Managers, mentor teams, and ensure 24-hour continuity while driving cross-functional collaboration with Logistics, Quality, and Product.

The role focuses on standardizing processes, reducing ticket volume, and elevating customer satisfaction.

Qualifications

• 10+ years in Customer Support/Service operations.
• 8+ years leading managers, shift leads, or multi-shift teams (e-commerce background preferred).
• Strong leadership and conflict resolution skills.
• Ability to turn defect trackers and data into operational improvements.
• Expertise turning insights into strategic actions.

Responsibilities

• Lead and scale the CS department across all shifts.
• Own SOPs, policies, and the CS Handbook.
• Define, track, and elevate CSAT, FRT, Resolution Time, QA, and chargeback metrics.
• Coordinate weekly feedback with Logistics, Product, Marketing, and Operations.
• Mentor CS Managers to ensure consistent policy and coaching.
• Ensure cross-shift handoffs to prevent dropped tickets.

Skills

Leadership

Strategic thinking

KPI management

Cross-functional collaboration

Coaching

Problem solving

Education

Bachelor's degree

Tools

Shopify

3PLs

Meta Business Suite

Zendesk

Gorgias

Freshdesk

Google Workspace

Sheets

Job description

Sterry Limited is seeking a Senior Customer Service Manager to lead the department across all shifts, aligning strategy and KPIs with executive leadership. You will supervise CS Managers, mentor teams, and ensure 24-hour continuity while driving cross-functional collaboration with Logistics, Quality, and Product.

The role focuses on standardizing processes, reducing ticket volume, and elevating customer satisfaction.