Customer Service Supervisor (Mandarin Speaker)

Beyond Horizon; Taguig; On-site; PHP 334,800 - 502,200; Full time

Job summary

Beyond Horizon is looking for a Customer Service Team Lead in Taguig. The ideal candidate will have at least 2 years of customer service experience in online gaming, strong coordination skills, and be fluent in both Mandarin and English. Responsibilities include developing daily schedules, monitoring performance metrics, and enhancing operational efficiency. Preferred qualifications include experience with Zoho systems and familiarity with VIP player management. This is a full-time on-site position.

Qualifications

• Minimum of 2 years of customer service experience in online gaming or related entertainment.
• Proficient in gaming operational processes such as deposits and withdrawals.
• Strong team leadership skills with the ability to develop schedules.

Responsibilities

• Develop and implement daily schedules for the customer service team.
• Monitor key customer service performance indicators.
• Handle escalations involving VIP users and major complaints.

Skills

Mandarin and English fluency

Team coordination and leadership

Core gaming operational processes

Ability to manage staffing adjustments

Education

Bachelor's degree

Tools

Zoho customer service systems

Job description

Beyond Horizon

On-site - Taguig 3-5 Yrs Exp Bachelor Full-time

Job Description

Key Responsibilities

• Develop and implement daily schedules, shift plans, and manpower allocation for the customer service team to ensure operational continuity and service efficiency.
• Monitor key customer service performance indicators (such as response time, customer satisfaction, and resolution rate), promptly identify issues, and implement optimization measures.
• Drive the implementation of management strategies at the team level to ensure the achievement of business objectives.
• Monitor team members’ performance, engagement, and execution behavior, and provide regular reports to management for decision‑making purposes.
• Establish and maintain standard operating procedures (SOPs) and training systems to enhance team professionalism and consistency.
• Conduct onboarding training to ensure new employees quickly master gaming platform workflows, member tagging logic, deposit/withdrawal processes, and risk control policies.
• Optimize customer service scripts and knowledge base content to improve the collaboration between AI chatbots and live agents, enhancing resolution efficiency and user experience.
• Handle escalations involving VIP users, high‑value players, and major complaints, coordinating with backend, risk control, and operations teams to drive issue closure.
• Collect and analyze customer service operational data (such as inquiry types, traffic trends, and issue distribution) and generate regular reports to support platform strategy optimization.

Qualifications

• Both Mandarin and English as working language
• Minimum of 2 years of customer service experience in online gaming or a related entertainment platform (required).
• Strong team coordination and leadership skills, with the ability to develop shift schedules and manage emergency staffing adjustments.
• Proficient in core gaming operational processes such as deposits, withdrawals, bonus issuance, and betting anomaly handling, with the ability to guide team members in proper execution.
• Highly responsible and resilient, capable of maintaining clear judgment and consistent performance in a fast‑paced, high‑demand environment.

Preferred Qualifications

• Experience using Zoho customer service systems (such as Zoho Desk, Zoho CRM, or Zoho SalesIQ).
• Filipino‑Chinese (Fil‑Chi) background preferred, providing advantages in cross‑cultural communication and team management.
• Prior experience as a customer service team leader, supervisor, trainer, or quality assurance (QA) personnel is a strong advantage.
• Knowledge of VIP player lifecycle management, customer segmentation strategies, or high‑value player servicing models is preferred.