Lead Customer Service Representative

Lead Customer Service Representative (WowNow US)Location: Ontario, CA (On-site / Hybrid)About WowNowWowNow is an AI-powered, on-demand creative manufacturing platform that transforms digital moments into physical keepsakes (TimeTag). As we expand rapidly across the U.S., we are building a world-class customer experience system to support both B2C users and B2B partners.Role OverviewWe are looking for a Lead Customer Service Representative to build and manage our customer support function in the U.S.This role starts as a hands-on operator (0?1 stage)creating customer support materials, handling inbound inquiriesand evolves into a team lead role, managing outsourced contractors and ensuring service quality at scale.You will play a critical role in shaping how customers experience WowNow.Key Responsibilities1. Customer Support Operations (Initial Phase)Handle inbound customer inquiries via phone, email, and chatProvide timely, professional, and solutions-oriented responsesTroubleshoot common issues related to devices, orders, and user experienceEscalate technical or operational issues to internal teams when needed2. Customer Service Content & Knowledge BaseDevelop and maintain customer support documentation, including:FAQsTroubleshooting guidesSOPs and response templatesCollaborate with Product, Operations, and Engineering teams to ensure accuracyContinuously optimize support content based on real user feedback3. Process & System Setup (0?1 Build)Establish customer service workflows and escalation processesHelp select and implement customer service tools (e.g., ticketing systems, CRM)Define service standards (response time, resolution SLA, tone guidelines, etc.)4. Outsourced Team Management (Growth Phase)Recruit, onboard, and train external customer service contractorsCreate training materials and certification processesMonitor performance and ensure quality control (QA, KPIs, SLAs)Continuously improve efficiency and customer satisfaction5. Complex Issue ResolutionTake ownership of escalated or high-impact customer issuesCoordinate cross-functionally (Product, BD, Operations) to resolve problemsIdentify root causes and propose long-term solutionsQualificationsMust-Have36+ years of customer service or customer operations experienceExperience in consumer-facing products (B2C) or retail/tech environmentsStrong written and verbal communication skills (English required; Chinese is a plus)Hands-on mindsetcomfortable handling frontline supportExperience creating SOPs, FAQs, or knowledge base contentExperience managing outsourced or offshore customer service teams and ensuring service qualityPreferredExperience setting up customer service processes from scratch (0?1)Familiarity with tools like Zendesk, Intercom, Freshdesk, or similarExperience in hardware, IoT, or consumer tech productsStrong problem-solving skills and ability to handle ambiguityWhat Were Looking ForBuilder mindset: enjoys creating structure from scratchOwnership: takes responsibility for customer experience end-to-endDetail-oriented: cares about quality, tone, and consistencyScalable thinking: can design systems that grow with the businessWhy Join UsBe part of launching a new category: AI-powered physical memory (TimeTag)Build the customer experience function from the ground upWork at the intersection of AI, hardware, and retail innovationHigh growth opportunity into Customer Experience / Operations leadershipEqual Employment OpportunityLori Vision Studio Inc (The Company) is committed to providing all employees with an equal and fair working and living environment free from intimidation, abuse, exploitation, or sexual assault. The Company prohibits discrimination against any employee based on race, color, ethnicity, religion, gender, age, sexual orientation, disability, or any other legally protected status in all labor practices, including hiring, promotion, compensation, and work assignments.