Customer Service Representative 客戶服務專員

Job updated about 2 months ago

Job Description

▍About AlfredCamera

From day one, we’ve been guided by the belief that home security should be made accessible to everyone. We started out by offering a software solution that turns your old phone into a security camera in 2014. Since then, this simple but powerful idea has become the go-to security app for more than 70 millions families worldwide.

In 2022, we launched our first hardware product, AlfredCam, which opened up an exciting new chapter for us. And 2023 is going to be an even more exhilarating year, as we are taking more proactive actions to respond to our consumers and expanding our presence in more countries. If you want to be a game changer for one of the most trusted brands worldwide, we have the right opportunity for you!

▍About this role

As part of the user experience department, the customer operations team of AlfredCamera is responsible for managing user relationships, including front-line technical support and after-sales services for users. At AlfredCamera, we believe that customer service/support not only involves passive assistance to help users troubleshoot problems but also actively analyzing user feedback to understand their needs and pain points.

As a customer service representative, you will be the representative of users in the product team, translating user feedback into product optimization suggestions and continuously driving product and service improvements.

The customer operations team of AlfredCamera treats the customer service process and system as a product to operate. As the primary user of the customer service tools, you will continuously propose improvements to the customer service tools, improve customer service process efficiency, and invest time in solving the most important user issues.

If you have ideas about customer experience (CX) and like to solve problems in a systematic way, we welcome you to join us!

To help you get started quickly in the early stages, during onboarding, we will arrange courses to assist you in mastering product specifications, customer service tools, cross-team collaboration processes, and many other duties. You will also participate in the general training provided by cross-departmental partners to help you better understand the company culture and product thinking, including:

  • Company vision, organizational structure, development direction, business model, and North Star indicators
  • Current goals, measuring indicators, and strategic paths (Roadmap)
  • Product data context, user and data insights (Insight)
  • Data-driven operations, product growth framework, and monetization strategies

AlfredCamera values partner growth very much. In addition to regularly sharing some development trends, you can also participate in internal book clubs to accumulate knowledge on user research, data-driven operations, agile, product thinking, and related topics.


You will be responsible for responding to customer service inquiries via email, store reviews, and feedback forms. You will also monitor and analyze user feedback to generate insights for product improvement. Additionally, you will propose and optimize customer service tools, such as Help Center, feedback forms, and the Zendesk customer relationship management platform, to enhance team efficiency. You will assist in designing the training system for new hires and serve as a mentor.


▍Minimum qualifications

  • At least 1 year of customer service experience in the SaaS or IoT industry
  • Fluent in English (listening, speaking, reading, and writing)
  • Ability to express complex concepts in simple and easy-to-understand ways
  • Customer-oriented: able to think from the perspective of users and actively strive for a better experience for them
  • Pursuit of excellence: passionate about work and constantly thinking of ways to optimize work processes

Preferred qualifications

  • Experience in defining team goals, optimizing processes, and setting metrics with a team
  • Experience in participating in user research or planning customer experience programs
  • Long-term cross-cultural living experience
  • Japanese or proficiency in a second foreign language



Interview process


1 years of experience required
462,000 ~ 728,000 TWD / year
Partial Remote Work
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Logo of AlfredCamera 阿福管家.

About us

AlfredCamera(阿福管家) 是北美最受歡迎的居家安全監控軟體,全球已累積7000萬用戶下載,並分別於 2016 年與 2019 年獲得 Google Play 年度最創新 App 與年度最佳生活幫手 App 的殊榮。

上架至今, AlfredCamera 已經在 Android/iOS 雙平台上獲得超過 80 萬筆、平均 4.8 顆星的高評價。短短數年內 AlfredCamera 已經達到正向現金流,在已實證的商業模式下穩健發展,並持續投入 AI 研發。

2022年阿福管家跨入硬體領域,推出專屬硬體 AlfredCam 於美國開賣,硬體預購吸引逾 2.5 萬人次湧入 APP 內搶購, 8 分鐘不到便搶購一空。

我們期許透過與硬體與既有軟體服務整合,強化既有的商業模式。透過智慧手機及 APP 的普及,於全球快速累積龐大用戶基數,再依據顧客不同階段的需求提供專用硬體,升級居家安全體驗。

在新創圈每年流行一個新的 buzzword 時, AlfredCamera 從使用者出發,專注在「推出解決大眾生活問題的普及化 AI 應用」,我們相信科技應該讓人們生活得更好。在這個理念之下,我們推出 AlfredCamera 幫助使用者將舊手機變成唾手可得的監控攝影機。 AlfredCamera 看起來樸實,卻需要堅實的技術實力讓 AI 偵測流暢運行於各種機型;我們沒有酷炫的硬體,卻是真正讓使用者隨手取得的好體驗。為了達成更大的目標,我們需要這樣的人才:


產品從使用者需求出發,公司有 ⅓ 的職位與使用者直接相關,從 Research、Content、User Feedback、User Data 四大方面積極用主動、被動的方式取得質化、量化的使用者資料。在公司內的產品規劃會議中,我們一定會問的問題是「用戶在想什麼?遇到了什麼問題?」,並且透過研究描繪主要用戶輪廓,以此協助大家進行決策和規劃。






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