Support Manager – Lead Merchant Support Team

About the role

We are looking for an experienced Support Manager to lead a team of Merchant Support Specialists in Singapore. In this role you will coach the team to deliver top‑tier service through chat, phone and email, using data‑driven insights and AI‑powered tools to continuously improve performance and merchant satisfaction.

Key responsibilities

• Lead, coach and mentor a high‑performing team of Merchant Support Specialists, ensuring exceptional service for merchants.
• Utilise AI‑powered tools, data and playbooks to monitor performance, provide actionable feedback and set clear growth standards.
• Guide Specialists in resolving complex merchant issues, aiming for first‑contact resolution and maximum merchant impact.
• Facilitate regular team meetings and 1:1s to communicate expectations, develop plans and keep the team adaptable to evolving processes and products.
• Monitor KPIs, analyse data to identify experience opportunities and prioritize merchant‑critical issues.
• Promote a collaborative, inclusive and agile culture rooted in feedback, learning and accountability.
• Stay connected to support operations by handling live merchant interactions and sharing insights to improve tools and processes.
• Collaborate with cross‑functional partners to drive continuous improvement in support tools and outcomes.
• Ensure compliance with documentation, privacy, security and training requirements.

Required profile

• Proven experience managing and coaching frontline customer support or high‑volume operations.
• Strong analytical, data‑driven mindset with ability to leverage performance analytics tools.
• Excellent coaching skills, capable of delivering feedback and making results visible.
• Fluent in support operations, KPI monitoring and compliance best practices.
• Effective communicator who builds trust, fosters growth and adapts quickly to change.
• Commitment to inclusion, feedback culture and continuous improvement.

Required skills