Customer Service Lead

Reolink, a leader in intelligent visual technology for homes and businesses, was founded in 2009 by a group of engineers with a strong commitment to and passion for smarter security solutions.
Our products are now trusted by millions of users across more than 110 countries and regions worldwide. Building on this trust, we continue expanding our presence and bringing our innovations to more markets around the globe. Reolink remains committed to delivering advanced, reliable, and user‑centric solutions that empower people to protect what matters most.

Job Responsibilities
1.Lead and manage the daytoday operations of the Email Customer Service (CSR) team, including workforce planning, attendance monitoring, and floor support to ensure smooth and efficient operations.
2.Track, analyze, and report key performance indicators (e.g., SLA, productivity, CSAT), proactively identify gaps or performance issues, and implement corrective action plans to consistently meet service  targets and KPIs.
3.Drive onboarding and continuous learning initiatives, including new hire training, process refreshers, and skill enhancement programs. Standardize and optimize workflows for core processes such as order  inquiries, shipment tracking, returns, exchanges, and refunds. 
4.Provide ongoing coaching, performance feedback, and engagement support to team members. Establish and maintain effective performance management and incentive frameworks, manage attrition, and  foster a positive, collaborative, and high-performance team culture.

Job Requirements
1.Experience:13 years or above of team management experience in a call center or customer service center; candidates with management experience in email customer service or e-commerce  after-sales service teams are preferred; familiar with the full process of order processing and after-sales returns & exchanges.
2.Functional Skills:Good knowledge of ecommerce customer service operations, including order management, amendments, returns, and refunds. Familiar with service level agreements (SLA), quality  standards, and customer complaint handling. Strong analytical and problem-solving skills with a data-driven mindset.
3.Leadership & Interpersonal Skills:
Strong people management, communication, and stakeholder management skills. Proven ability to coach and develop team members, manage performance effectively, and build a motivated and engaged  team. Able to work in a fast-paced environment and manage multiple priorities.