Customer Experience Lead - Front Desk & Ticketing

mokara sports pte. ltd.; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

Mokara Sports Pte. Ltd. in Singapore is seeking an Assistant Manager, Customer Experience to lead our front-of-house team and own the ticketing system hands-on. You’ll bridge frontline service and management, coaching associates and stepping in for the CX Manager when needed.

You will plan rosters, handle escalated issues with empathy, and stay hands-on during peak periods and events. This role requires leadership experience and a focus on service excellence.

Qualifications

• 3–5 years in customer service, with at least 1–2 years leading or mentoring others.
• Comfortable owning a ticketing or CRM system hands-on, not only overseeing it.
• Calm under pressure with clear written and verbal communication.
• Structured and detail-driven with focus on records and processes.

Responsibilities

• Set the tone at the front desk and model the service standard for the team.
• Oversee daily interactions across all channels and escalated issues.
• Plan and manage the CX team roster, including weekends and peak periods.
• Mentor and develop Associates; provide feedback on performance and training.
• Improve SOPs and workflows based on frontline insights.

Skills

Customer service

Leadership

Communication

Attention to detail

Shift work

Education

Diploma or Degree in Business, Hospitality, Communications, Education

Tools

Ticketing system

CRM system

Job description

Mokara Sports Pte. Ltd. in Singapore is seeking an Assistant Manager, Customer Experience to lead our front-of-house team and own the ticketing system hands-on. You’ll bridge frontline service and management, coaching associates and stepping in for the CX Manager when needed.

You will plan rosters, handle escalated issues with empathy, and stay hands-on during peak periods and events. This role requires leadership experience and a focus on service excellence.