Lead Customer Service Representative

Lead Customer Service Representative (WowNow US)

Location: Ontario, CA (On-site / Hybrid)

About WowNow

WowNow is an AI-powered, on-demand creative manufacturing platform that transforms digital moments into physical keepsakes (TimeTag). As we expand rapidly across the U.S., we are building a world-class customer experience system to support both B2C users and B2B partners.

Role Overview

We are looking for a Lead Customer Service Representative to build and manage our customer support function in the U.S.

This role starts as a hands-on operator (0→1 stage)—creating customer support materials, handling inbound inquiries—and evolves into a team lead role, managing outsourced contractors and ensuring service quality at scale.

You will play a critical role in shaping how customers experience WowNow.

Key Responsibilities

1. Customer Support Operations (Initial Phase)

• Handle inbound customer inquiries via phone, email, and chat
• Provide timely, professional, and solutions-oriented responses
• Troubleshoot common issues related to devices, orders, and user experience
• Escalate technical or operational issues to internal teams when needed

2. Customer Service Content & Knowledge Base

• Develop and maintain customer support documentation, including:
• FAQs
• Troubleshooting guides
• SOPs and response templates
• Collaborate with Product, Operations, and Engineering teams to ensure accuracy
• Continuously optimize support content based on real user feedback

3. Process & System Setup (0→1 Build)

• Establish customer service workflows and escalation processes
• Help select and implement customer service tools (e.g., ticketing systems, CRM)
• Define service standards (response time, resolution SLA, tone guidelines, etc.)

4. Outsourced Team Management (Growth Phase)

• Recruit, onboard, and train external customer service contractors
• Create training materials and certification processes
• Monitor performance and ensure quality control (QA, KPIs, SLAs)
• Continuously improve efficiency and customer satisfaction

5. Complex Issue Resolution

• Take ownership of escalated or high-impact customer issues
• Coordinate cross-functionally (Product, BD, Operations) to resolve problems
• Identify root causes and propose long-term solutions

Qualifications

Must-Have

• 3–6+ years of customer service or customer operations experience
• Experience in consumer-facing products (B2C) or retail/tech environments
• Strong written and verbal communication skills (English required; Chinese is a plus)
• Hands-on mindset—comfortable handling frontline support
• Experience creating SOPs, FAQs, or knowledge base content
• Experience managing outsourced or offshore customer service teams and ensuring service quality

Preferred

Experience setting up customer service processes from scratch (0→1)

Familiarity with tools like Zendesk, Intercom, Freshdesk, or similar

Experience in hardware, IoT, or consumer tech products

Strong problem-solving skills and ability to handle ambiguity

What We’re Looking For

Builder mindset: enjoys creating structure from scratch

Ownership: takes responsibility for customer experience end-to-end

Detail-oriented: cares about quality, tone, and consistency

Scalable thinking: can design systems that grow with the business

Why Join Us

Be part of launching a new category: AI-powered physical memory (TimeTag)

Build the customer experience function from the ground up

Work at the intersection of AI, hardware, and retail innovation

High growth opportunity into Customer Experience / Operations leadership

Equal Employment Opportunity

Lori Vision Studio Inc (The Company) is committed to providing all employees with an equal and fair working and living environment free from intimidation, abuse, exploitation, or sexual assault. The Company prohibits discrimination against any employee based on race, color, ethnicity, religion, gender, age, sexual orientation, disability, or any other legally protected status in all labor practices, including hiring, promotion, compensation, and work assignments.