Operations Manager
Current• Manage back-office systems to ensure the smooth functioning of service operations • Handle customer inquiries and provide them accurate and helpful responses in both English and Korean regarding service inquiries, updates and etc. • Collaborate with cross-functional teams (Finance, Localisation, App/Server developer and Product Owner) to handle, escalate and resolve customer/operational issues • Conduct customer service analytics to identify opportunities for service improvements • Manage and update the Help Centre (e.g. posting FAQ/notice documents and etc) in English and Korean via Zendesk • Monitor platform services and develop operational policies • Update and manage the product performance dashboard daily, and prepare annual performance reports to support decision-making
