Customer Care Manager (E-commerce)

TL;DR

Customer Care Manager (E-commerce): Handling complex customer cases and complaints for APAC buyers and sellers with an accent on escalations, SLA-driven prioritization, and cross-functional coordination. Focus on investigating non-standard issues, identifying recurring patterns, and improving customer support quality across regional and global teams.

Location: Hong Kong, hybrid; core hours aligned with APAC business hours, generally 9:00–18:00 HKT, with overlap across time zones.

Company

hirify.global operates an online marketplace for luxury watches, connecting buyers and sellers worldwide.

What you will do

• Act as the escalation point for complex or unresolved customer cases from APAC users.
• Investigate cases, resolve complaints, and maintain accurate documentation within defined workflows.
• Monitor ticket queues, prioritize cases against SLA targets, and maintain strong CSAT and quality scores.
• Identify recurring ticket patterns and provide input for process improvements.
• Coordinate with Product, Account Management, Compliance, Fraud Prevention, and Complaint Management teams across time zones.

Requirements

• 1–3 years of experience in customer support, preferably involving escalations or complex cases.
• Strong written and verbal communication skills in English and an APAC language are required.
• Experience with ticketing systems such as Zendesk or AWS and accurate case documentation.
• Ability to apply established procedures, resolve non-standard cases, manage priorities, and meet SLA deadlines.
• Strong coordination skills and the ability to work independently within defined priorities.
• Availability for APAC business hours, including 9:00–18:00 HKT.

Nice to have

• Fluency in an additional APAC language such as Mandarin, Cantonese, Japanese, or Korean.
• Experience in e-commerce, marketplace, or fintech environments with APAC exposure.
• Knowledge of payment workflows, buyer and seller disputes, or fraud prevention processes.
• Background in quality assurance or process documentation.

Culture & Benefits

• Structured workflows and established escalation procedures.
• Cross-functional collaboration with regional and global colleagues.
• Hybrid work arrangement in Hong Kong.
• No prior luxury watch knowledge is required; product training is provided.