Live Support Manager Bilingual Night Shift - Room for Advancement

About us

Here at Wonders we build products for restaurant entrepreneurs. Our mission is to empower small brick-and-mortar restaurants by liberating them from the operational burdens of running their business. We accomplish this by providing a frictionless connection between them and their customers through our platform. This allows them to both focus on creating a better experience for their customers while also helping their own business thrive. 

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed! 

To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here!  https://wondersco.com/about-us/ 

What we’re looking for

We are seeking a Live Support Supervisor to join our team in the KL office. In this role, your excellent communication, organizational, and prioritization skills will be key in ensuring our team manages any support requests from our clients in a timely and complete manner. Your responsibilities will include coordinating the rest of the team as they make corrections or updates to our Menu backend for existing clients. You will also partner with many cross-functional teams to implement our clients’ requirements post-onboarding.

What you’ll accomplish

• Manage Content Live Support Tasks - Ensure that we meet SLA for all requests from the 5 different client communication channels.
• Set and optimize employee schedules to align with business demand, making sure we have the right people working at the right times.
• Communicate with other departments like Customer Success, Operations teams, Restaurant Quality Control, and others employing your proactive communication skills and responsiveness. 
• Monitoring employee productivity, providing feedback & coaching
• Use your problem-solving skills to handle urgent situations, balancing short-term fixes with long-term improvements

About you

• Experience leading and coordinating the work of others. 
• Exceptional verbal communication abilities. 
• A quick learner, team player, and self-motivated individual. 
• Demonstrated ability to work under time constraints with high attention to detail. 
• A can-do attitude, punctual attendance, and a flexible approach to a non-traditional work schedule. 
• A strong academic record with a bachelor's degree (>3.4/4.0) demonstrates your commitment to excellence. 
• Strong problem-solving skills and a curious, learning-oriented mindset. 
• High proficiency with office computer applications, e.g. Excel, Word, etc 
• Fluent in English and Mandarin to speak to customers who are fluent in Mandarin language.

Bonus points

• Previous experience in customer service, restaurant, or hospitality industry. 
• A love for food! 

If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply! 

Wonders is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.