Customer Support Assistant Manager

About the role

We are looking for a Customer Support Assistant Manager to lead our daily customer service operations in Singapore. The role involves managing enquiries across email and social media, handling escalations, and driving continuous improvement of our support processes.

Key responsibilities

• Manage daily customer enquiries via email and social media channels.
• Resolve complaints professionally and ensure service standards are met.
• Investigate escalated issues and coordinate with internal teams for timely resolution.
• Monitor satisfaction levels, track KPIs and recommend service improvements.
• Develop and maintain SOPs, response templates and workflow guidelines.
• Support CRM implementation, testing, workflow design and optimisation.
• Supervise team operations, allocate workloads and coach team members.
• Analyse feedback and trends, prepare performance reports and drive experience initiatives.

Required profile

• Minimum 5 years experience in customer service, support or experience roles.
• Proven track record handling escalated complaints and improving support processes.
• Experience in F&B, hospitality or retail is an advantage.

Required skills

• Proficiency with CRM systems and customer service platforms.

What we offer

• Competitive monthly salary of SGD 5,000‑6,000.
• Permanent employment in a dynamic Singapore office.