Customer Support Manager (Complaint & Service Recovery)

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About LINE MAN Wongnai

LINE MAN Wongnai is Thailand’s Leading On-Demand Delivery and Lifestyle e-Commerce platform services. We build technology to help Thai people live better, to empower all local businesses by creating an end-to-end food ecosystem through our channel LINE MAN and Wongnai. Connected consumers, riders, and local businesses and improved the daily life of all parties with restaurants nationwide. And because we are local, we provide the deepest variety and services that are tailor-made for Thai people.


What you’ll Do:

  • Collaborate with cross-functional teams to identify root causes of customer complaints and implement corrective actions.
  • Develop and maintain reporting mechanisms to track, analyze, and report on complaint trends and key performance indicators.
  • Conduct occasional training sessions for customer support teams to enhance complaint resolution skills and ensure consistent adherence to SOPs.
  • Implement preventive measures to minimize the occurrence of complaints and improve overall customer satisfaction.
  • Foster a customer-centric mindset within the team, emphasizing proactive communication and relationship-building.
  • Stay informed about industry best practices and emerging trends in customer support to continuously improve complaint management processes.
  • Act as a liaison between the customer support team and other departments to address systemic issues affecting customer satisfaction.
  • Implement and lead service recovery initiatives to turn dissatisfied customers into loyal advocates.
  • Provide insights and recommendations to leadership based on analysis of complaint data for continuous improvement initiatives.
  • Conduct periodic audits of complaint handling processes to ensure compliance and identify areas for improvement.
  • Handle escalated complaints and complex customer issues, demonstrating exceptional problem-solving skills and ensuring resolution to the satisfaction of the customer and the company.
  • Build and maintain relationships with regulatory bodies and manage any regulatory inquiries related to customer complaints.

What you’ll Need: 

  • 5 year’s work experience in customer service, customer experience, operations or a related field. 3 years of people management experience is preferred.
  • High energy levels and the ability to maintain enthusiasm in a dynamic customer support environment.
  • Strong people management skills to lead and motivate the team effectively.
  • Willingness to seamlessly integrate into the team culture and collaborate with cross-functional teams.
  • Exceptional critical thinking skills to analyze and resolve complex customer complaints.
  • Demonstrates a heightened sense of emergency, ensuring swift and effective responses to urgent customer concerns.
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Benefits & Perks
Flexible hours that suit your pace
Work from home or anywhere
MacBook provided for everyone
No cap on your annual leave
LINE MAN Services Coupon
Barista service available daily
Afterwork beer available daily
Yearly company outing trip
LINE MAN Wongnai
8 T-One Building, 26,27 Floor Soi Sukhumvit 40, Phrakanong, Khlong Toei, Bangkok, 10110 Thailand
LINE MAN Technology (连曼)
10F.Nami B/D, NO.3 Huoju Road, Hi-tech Zone Dalian, China. 中国辽宁省大连市高新园区纳米大厦10F
127 Gaysorn Tower, Lumpini Unit A, B 18th Floor Pathumwan,Bangkok 10330, Thailand
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