In 2026, Flexii (an on-demand work-matching platform operating in Hong Kong, Singapore, and Taiwan) is scaling its mission to "unlock people's potential" through flexible work. We’re searching for a Customer Customer Manager who can Boost Flexii’s growth to the next level.

Key responsibilities

1. Service delivery
-Monitor and maintain queue health across email, live chat and messaging channels, with accountability for volume, backlog, first response time and resolution time
-Own the escalation process for cases that cannot be resolved at first line, including payment disputes, -worker no-shows, incident reports and client complaints
Take direct ownership of complex or sensitive cases through to resolution

2. Zendesk and ticketing systems
-Serve as administrator for the Zendesk environment, including views, triggers, automations, macros, SLA policies, business hours and routing rules
-Develop and maintain a Traditional Chinese macro library to ensure consistency of response quality as the team expands
-Produce regular reporting through Zendesk Explore to support management review and decision-making
-Maintain system configuration and documentation to a standard that enables new team members to reach productivity quickly

3. Team leadership
-Lead an in-house support team of two to five members, with responsibility for hiring input, onboarding, coaching and shift scheduling
-Conduct regular one-to-one meetings and weekly quality reviews covering response accuracy and tone
-Document standard operating procedures to ensure operational knowledge is retained within the team

4. Continuous improvement
-Categorise and analyse recurring issues, presenting findings to the Product and Operations teams with supporting data
-Identify gaps in client and worker terms that carry dispute risk, and raise them proactively
-Coordinate with counterparts in Hong Kong and Singapore to maintain consistency of process across the three markets

-Minimum five years of experience in customer service or support operations, including at least two years leading a small team
-Demonstrated Zendesk experience at administrator level, with responsibility for configuration rather than ticket handling alone
-A record of improving support operations, including SLA design, case categorisation, and development of macro libraries and knowledge bases
-Native-level Traditional Chinese and business-level English
-Strong analytical capability, with the ability to build reports, interpret results and communicate conclusions


Qualification
-Background in marketplace platforms, the gig economy, logistics, retail operations or hospitality staffing
-Experience with Zendesk Talk, chatbot deployment or self-service deflection initiatives
-Exposure to telephone support operations or the management of an outsourced service partner
-Experience launching a new support channel or completing a platform migration
-Working knowledge of Taiwan labour and payroll fundamentals sufficient to address worker enquiries with confidence