(Senior) Development Partner, Customer Innovation

About the role

The Customer Innovation (CI) Division develops and operates digital platforms that connect and support Singapore enterprises. This role sits in a small, focused team responsible for platform readiness and day-to-day operations as new products go live. It is a one-year contract position based in the ESG office tower.

Key responsibilities

• Helpdesk and operations setup: design and document end-to-end helpdesk workflows (ticket categorisation, escalation paths, response templates, resolution timeframes), create SOPs for support scenarios and incident management, set SLAs and KPIs for response times, and develop incident response procedures.
• Documentation, content and knowledge management: support the Platform Administrator in building FAQs, user guides and a knowledge base, create training materials and briefings, coordinate with product teams and SMEs, run content reviews, maintain version control and set up content submission and approval workflows.
• Platform health monitoring: support the Platform Lead in setting up monitoring tools and dashboards, and report performance issues and anomalies.
• Contact and stakeholder management: assist with onboarding and offboarding of contacts such as service providers, government agencies and business associations, manage an enquiry dashboard, and handle and resolve platform-related queries.

Required profile

• At least 2 years of experience in technical support, platform operations or a related field.
• Degree in any discipline, or equivalent work experience.
• Ability to design and document operational workflows, SOPs and helpdesk processes clearly and rigorously.
• Ability to turn technical concepts into clear documentation for varied audiences.
• Project coordination skills, able to manage several content streams and documentation workstreams at once.

Required skills

• Monitoring frameworks and performance metrics, with data-driven insights.
• Microsoft Excel or SQL preferred.