Associate CX Manager - Service Ops & Insights

FOTILE America; Parsippany-Troy Hills (NJ); On-site; USD 90,000 - 130,000; Full time

Job summary

FOTILE America seeks a seasoned leader to oversee daily customer service operations across phone, email, live chat, and other channels in Parsippany, NJ. You will monitor SLAs, coach agents, and improve service quality.

You will collaborate with colleagues from Technical Support, Logistics, Ecommerce, and Product, drive process improvements, optimize CRM usage (Salesforce), and develop scalable SOPs. Fluency in English and Mandarin is required.

Qualifications

• Bachelor’s degree required.
• 5+ years of experience in customer service, customer experience, or a related field.
• Team leadership, supervisory, or project management experience preferred.
• Strong experience in service operations, case management, complaint handling, and escalated issue resolution.
• Fluency in English and Mandarin Chinese required.

Responsibilities

• Manage daily customer service operations across phone, email, live chat, and other support channels.
• Monitor service performance, SLAs, and quality standards to ensure a consistent customer experience.
• Identify recurring service issues, operational risks, and process gaps and implement corrective actions.
• Analyze customer feedback, service data, and Voice of the Customer (VOC) trends to identify improvement opportunities.
• Manage escalated customer concerns and ensure timely resolution and appropriate followup.
• Develop and improve customer service procedures, SOPs, and crossfunctional workflows.
• Optimize the use of CRM and customer service systems, including platforms such as Salesforce.
• Establish standardized and scalable customer service processes across the organization.
• Coach and develop customer service team members to improve performance, problemsolving, and service quality.
• Support employee recruitment, onboarding, training, and performance management.
• Collaborate with Technical Support, Logistics, Ecommerce, Product, and other departments to resolve customer issues.
• Communicate service trends, risks, and improvement recommendations to key stakeholders.
• Support new channel launches, partnership programs, and customer experience improvement projects.
• Contribute to customer experience strategies and initiatives that improve overall service effectiveness.

Skills

Team leadership

Project management

Cross-functional collaboration

Stakeholder management

Analytical skills

Communication

Education

Bachelor's degree

Tools

Salesforce

Job description

FOTILE America seeks a seasoned leader to oversee daily customer service operations across phone, email, live chat, and other channels in Parsippany, NJ. You will monitor SLAs, coach agents, and improve service quality.

You will collaborate with colleagues from Technical Support, Logistics, Ecommerce, and Product, drive process improvements, optimize CRM usage (Salesforce), and develop scalable SOPs. Fluency in English and Mandarin is required.