Director, Customer Service (TW Planning and Development)

Location: Taipei, Taiwan

Company

hirify.global operates an e-commerce platform in Taiwan, including Rocket Delivery and Rocket Oversea services.

What you will do

• Lead the end-to-end customer service training strategy, including onboarding, continuous learning, leadership development, and product and tool rollout training.
• Develop training programs for internal teams and BPO partners.
• Oversee the customer service quality assurance function, including evaluation rubrics, calibration processes, and compliance standards.
• Analyze QA data and customer friction points to identify skill gaps and implement targeted coaching and training solutions.
• Create localized instructional content using digital learning tools, e-learning platforms, and hands-on simulations.
• Manage and mentor instructional designers, trainers, and QA specialists.

Requirements

• 12+ years of experience in L&D, customer service training, quality assurance, or instructional design.
• Experience in a high-growth e-commerce, technology, or BPO environment is preferred.
• Strong knowledge of adult learning methodologies, QA calibration, remote training delivery, and modern LMS platforms.
• Strong analytical, storytelling, presentation, and curriculum development skills.
• Native or fluent Mandarin-speaking proficiency is required.

Nice to have

• Native or fluent English-speaking proficiency.

Culture & Benefits

• Opportunity to support hirify.global's expansion in Taiwan.
• Work focused on improving customer experience and delivering a high-quality support service.

Hiring process

• Application review, phone interview, and onsite or virtual onsite interview.
• Offer stage follows successful interviews; scheduling and process details may vary.