User Growth & Service Manager (用户增长与服务实习生/专员)

用户增长与服务实习生/专员
本岗位不再是传统的被动式客服，而是公司“用户资产”的管理员。你将负责维护公司旗下 6 大品牌的全球口碑，建立从 Amazon 到私域的用户留存体系，将售后服务转化为品牌护城河与持续复购。

核心职责

1. 全渠道口碑管理与风险防控

• 负面拦截： 深度监控 Amazon (US/CA) 及 Facebook等其他平台评论区，针对护具类（尺码/功能）及美妆类（成分/效果）建立 24h 响应机制，降低差评率，提升好评数量。
• 平台顾客维护：通过Amazon，Shopify和其他销售渠道产生的订单，收集顾客信息来构建顾客数据库并且维护顾客数据。
• 挖掘潜在顾客：通过Facebook，Ins，TK等社媒平台与用户互动挖掘潜在用户，维护潜在顾客数据。
• SOP 建设： 编写并不断迭代品牌的《全渠道服务标准手册》与多语言话术库，确保跨国团队的服务调性高度统一。
• 账号安全监控： 实时监控 Amazon 绩效指标（ODR/NCX/RFS），确保账号处于健康状态，防范因售后问题导致的合规风险。

2. 用户留存与私域运营（增长引擎）

• 导流链路设计： 负责“售后卡/说明书”的合规引流设计，将 Amazon 匿名买家引导至品牌私域池（独立站/WhatsApp/邮件列表）。
• 生命周期管理： 针对睫毛液、牙贴等复购型产品，策划周期性回访与优惠方案，提升用户终身价值 (LTV) 和复购占比。
• 超级用户计划： 建立种子用户档案，筛选活跃粉丝参与“新品众测”与“真实视频证言采集”。

3. VOC 与研发/设计协同

• 用户原声分析 (VOC)： 深度拆解用户痛点（如：包装漏液、过敏反馈、护具穿戴不适等），每月向研发组输出《产品优化建议报告》。
• 营销素材转化： 收集高质量用户反馈，协同设计组转化为 TikTok/Meta 的广告素材。

四、 任职要求

• 经验背景： 1-3年跨境电商用户运营或客服经验优先；有美妆、个护或医疗器械（护具）背景者优先。
• 数据能力：具备利用 AI 工具（如 Gemini/ChatGPT）进行海量评论趋势分析的提效能力。
• 底层思维： 具备强烈的 DTC (Direct-to-Consumer) 品牌思维，能从服务中挖掘利润。

语言要求：中英文流利

五、 考核指标 (KPIs)

• 基础标： 24h 回复率 & 账号安全绩效指标（30%）
• 口碑标： 差评处理成功率 & Listing 综合评分提升（30%）
• 增长标： 私域用户新增数 & 老客户复购贡献率（30%）
• 贡献标： 推动产品改良导致退货率下降的百分比（10%）

This role is no longer a traditional passive customer service position. You will serve as the administrator of the company’s user assets. You are responsible for maintaining the global reputation of the company’s 6 major brands, building a user retention system that spans from Amazon to private-domain channels, and transforming after-sales service into a brand moat and driver of continuous repeat purchases.

III. Core Responsibilities

• Omni-channel Reputation Management & Risk Control
• Negative Review Interception: Deeply monitor comment sections on Amazon (US/CA), Facebook, and other platforms. Establish a 24-hour response mechanism specifically targeting pain points in protective gear (sizing/function) and beauty products (ingredients/efficacy) to reduce negative review rates and increase positive reviews.
• Platform Customer Maintenance: Collect and build a customer database from orders generated across Amazon, Shopify, and other sales channels; maintain and update customer data.
• Prospect Mining: Engage with users on social platforms (Facebook, Instagram, TikTok, etc.) to discover and nurture potential customers; maintain prospect data.
• SOP Development: Write and continuously iterate the brand’s “Omni-channel Service Standard Manual” and multilingual script library to ensure highly consistent service tone across international teams.
• Account Health Monitoring: Real-time tracking of Amazon performance metrics (ODR / NCX / RFS), ensuring accounts remain in healthy status and preventing compliance risks caused by after-sales issues.
• User Retention & Private Domain Operations (Growth Engine)
• Traffic Funnel Design: Responsible for compliant traffic-guiding design via “after-sales insert cards / instruction manuals”, funneling anonymous Amazon buyers into the brand’s private domain pool (independent website / WhatsApp / email list).
• Lifecycle Management: For high-repeat-purchase products such as eyelash serums and teeth whitening strips, plan periodic follow-up outreach and incentive programs to increase Customer Lifetime Value (LTV) and repeat purchase contribution.
• Super User Program: Build seed user profiles, select highly engaged fans to participate in new product testing and collection of authentic video testimonials.
• VOC & Cross-functional Collaboration with R&D/Design
• Voice of Customer (VOC) Analysis: Deeply dissect user pain points (e.g., leaking packaging, allergic reactions, uncomfortable wear of protective gear, etc.) and deliver a monthly “Product Optimization Recommendation Report” to the R&D team.
• Marketing Asset Conversion: Collect high-quality user feedback and collaborate with the design team to transform it into advertising creatives for TikTok / Meta.

IV. Job Requirements

• Experience: 1-3 years in cross-border e-commerce user operations or customer service management; candidates with background in beauty, personal care, or medical devices (protective gear) preferred.
• Data Skills: AI tools (e.g., Gemini / ChatGPT) to efficiently analyze trends from large volumes of reviews.
• Mindset: Strong DTC (Direct-to-Consumer) brand thinking, with the ability to uncover profit opportunities directly from service interactions.

Language：Mandarin/English

V. Key Performance Indicators (KPIs)

• Foundation: 24-hour reply rate & account health performance metrics (30%)
• Reputation: Negative review resolution success rate & overall Listing rating improvement (30%)
• Growth: Net new private-domain users & repeat purchase contribution rate from existing customers (30%)
• Contribution: Percentage reduction in return rate driven by product improvements (10%)

职位类型：全职

薪资： $16.00至$20.00（每小时 ）

预计小时数：每周 37.5

Work Location: 现场办公