Assistant Manager, Digital Customer Care

Starhub Ltd; Singapore; On-site; SGD 65,000 - 95,000; Full time

Job summary

StarHub Ltd. is seeking a hands-on Customer Care Manager (Assistant Manager) to lead a ~10-person team and optimize customer care operations. You will drive efficiency, implement automation, and scale customer experience by shaping processes and structure.

You will partner with the business lead to evolve a high-performing, responsive customer care function, ensuring quality, consistency, and customer-centric solutions in a fast-paced environment.

Qualifications

• 3–6 years of experience in customer operations with frontline team management.
• Ability to drive performance, enforce accountability, and maintain discipline in high-volume environments.
• Hands-on operator willing to be involved in day-to-day execution, escalation handling, and follow-ups.
• Experience in process improvement and workflow optimization with practical application.
• Strong judgment to identify gaps and take decisive action to resolve issues quickly.
• Comfortable working in a flat structure with high ownership and minimal management layers.

Responsibilities

• Manage and oversee daily operations of the customer care team (~10 agents).
• Ensure consistent performance across service metrics such as response and resolution times and quality.
• Identify gaps, implement improvements to processes and tools, and standardize SOPs to reduce friction.

Skills

Team Leadership

Process Improvement

Operational Excellence

Customer Experience

Automation

Escalation Handling

Tools

Zendesk

Intercom

Freshdesk

Job description

Location: SG

Job Description

About the role

We are looking for a Customer Care Manager (Assistant Manager) who is both a hands-on operator and systems thinker to lead and optimize our customer care function.

You will manage a team of ~10 agents while continuously improving how we operate — from response quality and tools automation. This role is not just about maintaining service levels, but about identifying gaps, driving efficiency, and scaling customer experience through systems and structure.

You will work directly with the business lead and play a key role in shaping how customer care evolves as a high-performing, responsive, and customer-obsessed function.

Key Responsibilities

1. Team Management & Operational Excellence

• Manage and oversee daily operations of member customer care team
• Ensure consistent performance across key service metrics (e.g. response time, resolution time, quality)
• Provide hands-on guidance, coaching, and real-time problem solving when needed

2. Process Optimization & Efficiency

• Identify gaps in current workflows and implement improvements (processes/ tools) to increase efficiency and consistency
• Design, refine, and enforce SOPs to standardize responses and reduce operational friction
• Work closely with internal stakeholders to implement new tools or enhancements
• Oversee existing email support channel and lead the rollout of new customer care channels (e.g. live chat)
• Ensure new channels are operationally sound, efficient, and aligned with service standards

3. Customer Experience & Problem Solving

• Act as a key escalation point for complex customer issues
• Ensure responses are not only accurate but also customer-centric and solution-oriented

Qualifications

Requirements

• 3–6 years of experience in customer operations, with proven experience managing and stabilizing a frontline team
• Demonstrated ability to drive team performance, enforce accountability, and maintain operational discipline in a high-volume environment
• Strong hands-on operator — willing to be involved in day-to-day execution, escalation handling, and team follow-ups
• Experience in process improvement and workflow optimization, with a practical (not theoretical) approach
• Strong judgment in identifying gaps in operations and taking decisive action to resolve issues quickly
• Comfortable working in a flat structure with high ownership and minimal layers of management
• High level of ownership, resilience, and consistency in follow-through
• Familiarity with customer service tools (e.g. Zendesk, Intercom, Freshdesk or similar)
• Experience implementing automation, workflows, or chatbot solutions
• Exposure to setting up or scaling new support channels (e.g. live chat)
• Experience working in lean teams or startup environments