Responsibilities: Lead and train the customer service team in the European region, develop shift schedules to ensure coverage during working hours in major European countries (e.g., UK, Germany, France). Monitor team performance metrics (e.g., response time, resolution rate, customer satisfaction), build dashboards, and provide regular feedback and improvement plans. Handle escalated complex complaints and issues, and manage emergencies or large-scale risk events. Optimize service processes and scripts to enhance multilingual service quality. Conduct risk assessments for policy, feature, campaign, or process updates, and propose internal/external solutions. Collaborate with sales, product, and technical teams to drive requirement implementation, improve intelligent tool capabilities, and reduce service pain points. Coordinate cross-border resources to develop localized customer service strategies (e.g., holiday arrangements, cultural sensitivity training). Qualifications: Bachelor’s degree or higher; exceptional English proficiency in listening, speaking, reading, and writing. Proficiency in additional languages (e.g., German, French, Dutch) is a plus. 5 years of customer service experience in cross-border industries, with 2 years managing multinational teams. Deep familiarity with European market culture and business practices. Expertise in the end-to-end customer journey of the e-commerce industry. Proficient in customer service tools (e.g., LiveChat, Helpdesk systems) and data analysis tools (Excel/BI). Preferred Skills: Strong cross-cultural communication skills; adaptability to flexible time zone meetings. Resilience under pressure and ability to multitask in a fast-paced environment.