* Contribute to improve and build our professional Customer Service & Franchise Support Team. * To oversee, plan, train and support the customer service and support team towards achieving and further improve on the set Service Level Agreement (SLA) goals. * Build a strong relationship with the Business Development Manager, take input, give feedback to, and ensure a strong cooperation * Recruit, train, and manage the customer service and Support agents * Take responsibility to resolve major incidents that agents may not be able to solve and identify how to improve with a pro-active attitude. * Regularly report to CEO or BDO on the delivery of set SLA, the customer satisfaction, the customer experience overall and suggestions on how to improve * Interact with, give feedback to, and nurture the relationship with, not only the end customer, but also with Business managers, Product managers, partners and other stakeholders. * Provide the Voice of the Customer to the Manager and to the Business. * Analyze data and statistics for the PS team within his/her jurisdiction.