Customer Services Operation, Chinese Mandarin

Location: 10th Floor, Flemington Tower, 182 Le Dai Hanh, District 11, Ho Chi Minh
Working Time: 5 days/week.
Working Date: 9 hours (8hrs working + 1 hrs break)
Language Proficiency: Chinese Mandarin + English
The Role
The responsibility of the Sr. SME, Operations is responsible for providing policy expertise, operational support, and guidance to moderation teams within a fast-paced BPO environment.
Duties and Responsibilities
Serve as the primary point of contact for policy-related questions and escalations from moderators and Team Leaders.
Review and resolve complex, sensitive, or high-risk moderation cases.
Support quality improvement initiatives by identifying recurring moderation errors and policy gaps.
Conduct case reviews and provide guidance to improve moderation accuracy and consistency.
Work closely with Operations, QA, Training, and Policy teams to ensure alignment across functions.
Escalate policy ambiguities or emerging risks to relevant stakeholders.
Monitor daily operational trends and flag potential risks or process issues.
Support Team Leaders in driving KPI achievement including quality, productivity, and SLA adherence.
Hiring Requirements
Bachelor's or Associate's graduate with 1-2 years of working experience
Ability to motivate teams and rally the group toward organizational goals.
Excellent oral and written communication skills.
Passion for learning and creative problem-solving.
Strong knowledge of cultural context in the user countries supported.
Good knowledge of language of the countries supported is an advantage.
Flexible 24/7 environment
Phone/Zalo: [protected info]
Email: [protected info]