Team Lead of Account Experts (Chinese Speaking)

About the role

Omnisend is looking for a Team Lead of Account Experts who will manage and coach a group of Account Experts while overseeing the Chinese‑speaking portfolio. You will be responsible for customer health, retention and overall success across the APAC region, ensuring merchants receive proactive and strategic support.

Key responsibilities

• Lead, coach and develop a team of Account Experts.
• Own the Chinese‑speaking book of business, monitoring churn risk, adoption, engagement and renewal readiness.
• Support complex, high‑value or at‑risk accounts with strategic guidance.
• Coach experts on ecommerce strategy, email and SMS marketing, product adoption and difficult customer conversations.
• Ensure successful onboarding, migration, warm‑up, campaign setup, automations and ongoing account growth.
• Review dashboards, workload and open issues to guarantee timely follow‑up.
• Handle first‑level escalations and drive consistency in communication, account planning, QBRs and documentation.
• Share insights, risks, trends and feedback with the broader Customer Success team.

Required profile

• 2+ years of experience in Customer Success, Account Management, ecommerce or SaaS.
• Proven experience leading, mentoring or coaching a team.
• Strong analytical mindset with ability to monitor health metrics and identify risks.
• Excellent communication skills in English and Chinese.

Required skills

• Email marketing
• SMS marketing
• Ecommerce platforms