RESEARCH SQUARE China Customer Support Team Manager Salary in the United States

Research Square is the leader in ethical author-oriented solutions in the world of academic publishing and we help researchers succeed through our world-class technology-enabled services. We are home to American Journal Experts (AJE), which provides solutions that help researchers communicate their work so they can get back to making discoveries. Research Square is a dynamic company with a global reach, located in the West Village area of Durham, NC.

Customer Support Team Managers (TMs) use their experience and strengths in personnel management to lead their team to timely, high-quality customer service. TMs are responsible for hiring, training, and developing the right people in the right seats and are directly accountable to the success metrics for their team. They also participate in the establishment and execution of our operational strategy. 

The Customer Support Team Manager will help hire and oversee the work of team members who support customers in China. Customer Support at Research Square is primarily done over email, with some chat and phone support. This is not a call center environment. 

The TM will be responsible for training new hires, communicating all product and policy changes in a timely manner, and ensuring that the team’s work meets CS division standards. The China support team is composed of agents in the U.S. and in Beijing. The Customer Support TM will need excellent bilingual communication skills and should be willing to travel to China 1-4 times a year for in-person training and team building. 

The TM will also need to ensure that his or her team has the tools and access it needs to complete its work. Everyone on the CS team is required to have excellent verbal and written communication skills and a high level of emotional intelligence. 

Our team is fully remote with biweekly meetings at our office in downtown Durham. 

Education and Experience Requirements:

• Bachelor’s degree 
• Experience in leading a team or demonstrated interest in leadership
• Participation in leadership training resources preferred
• Excellent written and verbal English/Chinese communication skills
• Understanding of ecommerce and invoicing in China
• Familiarity with or interest in academia or publishing is a big plus

What Customer Support TMs do:

• Train and develop great talent. 
• Frequent communication via email, Slack, and team meetings around processes and workload is required. Individual written feedback and in-person 1-1s are completed monthly.
• Manage team workload targets and implement strategies to get the work done in a way that meets our quality and efficiency goals.
• Continuous self-improvement through internal and external personnel and operations management training.

What TMs deliver

• Team delivers high-quality, high-service, on-time products
• Team workload distribution systems that balance QST and efficiency goals
• Employees are engaged and feel supported, and they’re the right people in the right seats

APPLICATION INSTRUCTIONS
To be considered for this position, please fill out an application and submit your resume along with a cover letter written in English. We also ask you to upload a cover letter written in Chinese. You will not be considered for this position if you do not submit a writing sample in two languages.

WHO WE ARE

We are a rapidly growing company based in Durham, NC, and our 290+ full-time employees are committed to making a difference in the world of research discovery, communication, and publication. We take our work to improve the lives of researchers very seriously, and we also believe in having fun doing so! Our work environment is casual and extremely flexible. We have a results-focused workplace: many enjoy coming into our open office environment, and those who choose to work from home attend any required meetings via chat rooms and videoconferencing. The Research Square work environment is stimulating and dynamic, and the Customer Support teams are hardworking and a lot of fun to be a part of.

BENEFITS

https://www.researchsquare.com/careers/our-benefits

RECENT COMPANY AWARDS

• Sloan Award for Workplace Flexibility (2011, 2012)
• When Work Works Award (2014, 2016, 2017)
• NC Parenting Magazine’s Family Friendly 50 (2013, 2014)
• Triangle Business Journal's Best Places to Work (2017, 2019)
• NCBC Breastfeeding-Friendly Employer Award (2017)
• Family Forward NC Featured Business (2019)