Digital Customer Service Manager

Who are we?

Whitelabel agency is a dynamic and innovative e-commerce enabler company specializing in planning and managing e-commerce businesses. We're a key partner with the TikTok Shop Partner Team, Shopee Certified Enabler, and Lazada Agency Partner Program. As an Enabler, we help businesses grow in e-commerce. We are seeking a highly motivated and experienced e-commerce team to join our growing business. You will play a pivotal role in managing and delivering performance on TikTok, Lazada, and Shopee, as well as in building new initiatives to help us win in this market.

How will you make an impact?

You will lead the digital customer experience across e-commerce and social platforms, making every customer interaction smooth, fast, and genuinely helpful through live chat, social commerce, AI tools, and online support channels. You’ll guide the team, improve service flows, and turn customer insights into smarter experiences that keep people coming back

What you will do?

• Lead and grow the digital customer service team across e-commerce and social platforms

• Create smooth customer journeys through chat, social media, marketplace platforms, email, and AI support tools

• Coach team members to communicate with empathy, confidence, and the right brand tone

• Improve response quality and customer satisfaction through feedback reviews and service monitoring

• Analyse customer insights, CSAT, and NPS to spot issues and improve the overall experience

• Work closely with teams to fix customer pain points and make support processes easier

• Drive smarter workflows using automation, AI chatbots, and self-service solutions

• Support and guide the team on marketplace operations including Shopee, Lazada, TikTok Shop, and social commerce

• Build a positive, collaborative, and growth-focused team culture

• Keep exploring new ideas and digital tools to make customer support faster and more effective

What you will need?

• Bachelor’s degree in Business Administration, Communications, or related field

• At least 5 years of experience in customer service leadership within e-commerce or online business

• Strong understanding of customer experience and online support operations

• Confident leadership skills with experience coaching and motivating teams

• Familiar with marketplace and social commerce platforms such as Shopee, Lazada, and TikTok Shop

• Great communication and problem-solving skills

• Comfortable working with customer data, reports, and performance insights

• Experience using customer service systems, CRM tools, or AI support platforms

• Able to work in both Thai and English

What will you get?

• Flexible working hours

• Snack bar and ice cream

• Massage service

• Cars & Motorcycle parking allowance (50% support by the company)

• Medical allowance and Dental allowance

• Annual health check

• Mental health service

• Annual salary adjustment & bonus (based on performance)

• Company outing

• Annual leave days (up to 15 days)

• Special leave day (marriage, anniversary)

Work Location: Thanapoom Tower Near BTS Nana, MRT Petchaburi.

“Beyond the Whitelabel. Endless possibilities"

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