[Remote] Customer Care Manager (1-year contract)

Note: The job is a remote job and is open to candidates in USA. Chrono24 is hiring a Customer Care Manager to handle escalated customer cases across its APAC markets. The role investigates and resolves complaints, coordinates with internal teams, identifies recurring issues, and monitors ticket queues and service quality.

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

Skills

• 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
• 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
• Fluency in an additional APAC language (e.g., Mandarin, Cantonese, Japanese, Korean) is a strong plus
• 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

Benefits

• Hybrid work arrangement in the United States
• Dynamic company culture with flat hierarchies and strong team spirit

Company Overview

• Chrono24 is an online marketplace connecting buyers and sellers of luxury watches. It was founded in 2003, and is headquartered in Karlsruhe, Baden-Wurttemberg, DEU, with a workforce of 201-500 employees. Its website is https://www.chrono24.com.