Global Head of Customer Service (Taipei based, Relocation Provided) in PHILIPPINES

About Appier

Appier is an AI SaaS company on a mission to make AI easy, by making software intelligent. Founded in 2012, Appier has 17 offices across APAC, U.S. and Europe and is listed on the Tokyo Stock Exchange. Visit www.appier.com for more information.

About the role

The Global Head of Customer Service will play a key leadership role in managing daily operations, supporting client relationships, and driving the performance of our customer service team. You will act as the primary connection between clients and internal teams, ensuring seamless communication, project management, and service delivery.

***The position will based in Taipei HQ, Relocation package is provided***

Responsibilities

• Team Management and Communication Coordination - Act as the primary contact point between the team and clients. Attend key meetings alongside Customer Success Managers, lead team brainstorming sessions, oversee daily project progress, coordinate internal and external resources, and manage project timelines and deliverables to ensure efficient, high-quality service aligned with client expectations.
• Marketing Campaign Strategy Planning and Execution Supervision - Lead the team in developing and optimizing marketing campaign strategies across App Push, Web Push, and Website Pop-up formats. Collaborate with regional Customer Success teams to provide creative, effective engagement and activation ideas, overseeing execution and performance tracking to ensure campaign success.
• Reporting, Analysis, and Performance Management - Supervise and review the creation of weekly and monthly client reports, providing key data insights and actionable recommendations. Guide the team in analyzing campaign performance and operational results, offering strategic direction to improve marketing effectiveness and user engagement outcomes.
• Campaign Quality Assurance and Process Optimization - Take charge of final campaign checks and testing before launch, ensuring all marketing content, mechanisms, and technical aspects meet quality standards. Provide leadership in troubleshooting, process improvement, and ensuring smooth, timely campaign execution with a strong focus on client satisfaction.

About you

• Fluent in English (written and spoken), with the ability to communicate effectively across teams, regions, and seniority levels.
• Minimum 5 years of people management experience, leading a team of around 10–15 members.
• Exceptional communication and interpersonal skills, with a proven track record of leading customer-facing teams and fostering strong cross-functional collaboration.
• Experience managing enterprise-level clients, ideally in a SaaS, MarTech or fast-paced tech environment
• Strategic, proactive, and solutions-driven mindset with experience in driving customer success and support initiatives at scale.
• Highly self-motivated and able to work autonomously, while also mentoring and developing high-performing team members.
• Strong organizational and project management skills; capable of managing complex workflows, setting priorities, and delivering results under pressure.
• Analytical problem-solver who excels at identifying root causes, implementing process improvements, and turning customer feedback into actionable insights.