Manager, Customer Care

We are looking for a Customer Care Manager for CJK (China, Japan and Korea) regions to join our A&G Customer Care Team in Beijing. This is an amazing opportunity to work on Clarivate Academia and Government products like Web of Science, JCR, InCites, EndNote… The manager we are looking for will have 10+ direct reports located in China, Japan, Korea and Malaysia, and is reporting to Senior Manager, Customer Care (based in Malaysia).About You – experience, education, skills, and accomplishmentsBachelor’s degree with a minimum of 3 years of people management experience in Customer Care domain.Proven track record of consistent performance and ability to handle core and additional responsibilities.Strong verbal and written communication skills in Chinese Mandarin and English.Demonstrated excellence in case management and customer service delivery.Proactive, with a “can-do” attitude and willingness to take on new challenges.Open to giving and receiving constructive feedback.Strong problem-solving skills, attention to detail, and a sense of urgency.Independent, confident decision-maker under various circumstances.Agile, adaptable, and quick-thinking in a dynamic environment.Creative and innovative in identifying and addressing process gaps.A collaborative team player who is passionate about coaching and supporting others.It would be great if you also have Previous experience working with academia products, services, and customers.Master’s degree in library/ science or related business field.Fluency in other APAC language in addition to English.What will you be doing in this role?Lead and manage daily operations, ensuring adequate coverage across all communication channels (email, chat, phone).Ensure the team consistently meets daily and monthly KPIs, including response times across live and non-live channels.Oversee shift planning and coverage to support APAC regional customers effectively.Maintain clear and consistent communication across the team.Manage customer feedback, including survey analysis and follow-ups.Handle escalations from customers and internal stakeholders.Coordinate with Product Specialists and IT teams to resolve product outages.Conduct monthly case quality reviews and ad-hoc investigations.Perform root cause analysis and provide coaching to improve case management quality.Stay updated on product and process knowledge by attending Go-to-Market calls.Collaborate closely with senior leadership on operational strategies.Prepare and present daily/monthly reports with insights and forecasts.Participate in product, leadership, and business unit review meetings.Build strong relationships with stakeholders and act as a key point of contact.Contribute to project management and departmental process improvement initiatives.Conduct regular 1:1 sessions, coaching, and development planning for team members.Manage administrative tasks such as leave and claims approvals.Conduct team performance reviews and manage ad-hoc leadership tasks.About the TeamOur team consists of 70+ individuals located across the globe. Our primary focus is to ensure our customers receive a best-in-class service experience using our products.  We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication.Hours of WorkThis is a full-time position, based in Beijing, primarily working core business hours in Beijing time zone, with flexibility to adjust to various global time zones as needed.   This is a hybrid position working in the office up to 3 days a week.At Clarivate, we are committed to providing equal employment opportunities for all  qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.