Customer Service Manager (English & Chinese)

We are looking for a Team Manager to build, manage, and develop a team of 15-20 support engineers and ensure the team delivers exceptional customer service. As a key business leader, you will be a point of contact for customers, delivery teams, and senior management from TeKnowledge and our clients. Accelerating Progress. Securing Futures.At TeKnowledge we help governments, businesses, and technology providers not only navigate but thrive in today’s complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals.KEY RESPONSIBILITIESThe Reactive Support Management (RSM) Team handles reactive case management incidents and builds strong customer relationships by driving issue resolution as liaison between customers and the Customer Success Account Managers (CSAMs). As an Incident Manager, you will strike a balance between facilitating collaboration among issue stakeholders and independently managing cases to ensure appropriate progress is maintained. You will support critical situations, cases escalated by customers or CSAMs, cases for clients with varying degrees of attrition risk, and administrative tasks like case review that keep the workflow running smoothly. This role will: • Manage your team to ensure exceptional customer service across technical service lines.• Support the personal development of your team through training and coaching.• Act as primary escalation point for team operational issues and customer delivery management.• Provide accurate and timely communication to all stakeholders in a customer support issue.• Attend regular operational and business review meetings.• Monitor KPIs to ensure proper business delivery.• Review processes and workflows to diagnose areas of improvement and propose improvement plans where gaps are found.• Share updates and reports with management.• Own, monitor, coordinate and manage all escalated cases.