About Us
Founded in 2006, EyeBuyDirect, a subsidiary of Essilor-Luxottica, is a leader in the fast growing and competitive online prescription eyewear industry. We’re on a mission to become the world’s most loved online eyewear brand and a one-stop-shop for all your prescription eyewear needs!
EBD is committed to creating an outstanding workplace and employment experience suitable for everyone. In December 2021, EBD stood out from more than 150 companies from Greater China and won the honorary title of ‘Best Workplaces in Greater China 2021’ issued by the Global Authority on Workplace Culture - Great Place to Work.
Our Culture
Our vision is to make quality eye care accessible to everyone, improving our customers’ lives and thereby being the world’s most diverse ecosystem for optical consumers.

Our core values are:
• Do More with Less
• Open, Diverse and Transparent
• Measure Improvement & Reward Achievement
• One team (we win and fail together)
• Think Big, Be Bold and Quick

Career Opportunities

At EyeBuyDirect, we’re all about making possibilities available to everyone - and that includes our employees! We’re able to offer a wide range of career paths, whether you aspire to move from one department to another or to take on more managerial responsibilities. Your hard work and ambition will be rewarded here.

Our employees are our greatest strength, and we’re very committed to developing their skills at EyeBuyDirect through ***** development programs and professional training courses. We also encourage our talented team of multinational professionals to be creative and collaborative while bringing their unique experience to their work.

It’s a fast-paced, entrepreneurial environment where teamwork, quick thinking and a “can-do” attitude make all the difference. Sound like a place for you? Then, come for the challenge and stay for the growth at EyeBuyDirect!

Summary
EyeBuyDirect is seeking a dynamic individual to add to the success of our E-Commerce team as a Customer Service Supervisor. Reporting to Customer Service & Logistics Director, the role will be responsible for a wide range of marketing tasks in a dynamic, exciting, fast-paced, responsive, results-oriented environment.
Responsibilities
• To oversee the entire operation of the call center (PH, US & CN).
• To plan the annual CS strategy and ensure all KPIs (satisfaction & revenue) are met daily, weekly and monthly.
• To ensure stable service and have a contingency plan for our 3rd party vendors.
• To optimize the company’s key performance by smooth teamwork / projects.

Requirements
• Bachelor’s degree or above.
• 5 years+ of working experience with at least 3 years or above experience in multi-channel Contact Center: demonstrated experience in scaling leadership roles.
• Strong verbal and written communication skills in English.
• Solid interpersonal skills and the confidence to deal with people at all levels.
• Experience managing a multi-channel environment (telephone, email, chat, social media) highly preferred.
• Experience in coaching and leadership of leaders.
• Excellent listening skills, critical thinker with attention to detail
• Must be able to handle multiple projects and effectively manage different timelines.
• Assertive team player with high energy to work in fast-paced environment.
• Track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.
• Experience with operational experimentation will be a plus.
• Improving operational efficiency on a scale is a plus.