Customer Care Operations Lead — Automation & Experience

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

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.