Customer Care Manager (1-year contract)

Chrono24 is a dynamic company with a strong team spirit, seeking a Customer Care Manager to handle customer inquiries across APAC markets. The role involves investigating cases, coordinating with various teams, and ensuring a high-quality experience for buyers and sellers.

Responsibilities:

• Serve as the escalation point for complex or unresolved customer cases from our APAC user base, providing in-depth investigation and timely resolution within and beyond the scope of Tier 1 support, following established escalation procedures
• Identify recurring patterns in tickets and flag them to the relevant teams as input for process improvements
• Coordinate with Product, Account Management, and Compliance colleagues – including across time zones – to clarify open questions and share information relevant to root-cause investigations
• Handle a structured caseload of customer complaints in close collaboration with the Complaint Management team, following defined workflows and ensuring accurate tracking
• Monitor ticket queues, prioritize cases according to SLA targets, and maintain high CSAT and quality scores across APAC
• Work core hours aligned with APAC business hours (e.g., SGT/HKT), with some overlap with our global teams (9am to 6pm HKT)

Requirements:

• 1–3 years of experience in a customer support role, ideally including exposure to escalations or more complex support cases
• Exceptional written and verbal communication skills in APAC LANGUAGE & English; fluency in an additional APAC language (e.g., Mandarin, Cantonese, Japanese, Korean) is a strong plus
• Ability to apply established procedures to identify patterns and resolve non-standard cases within a clear framework
• Experience working with ticketing systems (e.g., Zendesk, AWS) and maintaining accurate case documentation
• Comfortable coordinating with other teams, such as Product Management, Fraud Prevention, or Account Management, including teams based outside your own time zone
• Strong organizational skills and the ability to manage multiple priorities while meeting SLA deadlines
• Reliable, structured, and comfortable working independently within defined priorities
• No prior knowledge of luxury watches required – we'll get you up to speed!
• Experience in e-commerce, marketplace, or fintech environments, ideally with exposure to APAC markets
• Familiarity with payment workflows, buyer/seller dispute resolution, or fraud prevention processes, including region-specific payment methods common across APAC
• Background in quality assurance or process documentation