Customer Experience Leader | Build a High-Impact Support Team

Martino Agency

Singapore

On-site

SGD 60,000 - 100,000

Full time

13 days ago

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Job summary

Martino Agency is seeking a proactive Customer Service Manager in Singapore to lead a growing support team and elevate service quality.

You will train, coach, and motivate representatives, manage escalations, and shape policies to improve the overall customer journey across sales, marketing, and product functions. The role focuses on delivering consistent, data-informed service excellence.

Qualifications

Proven experience leading a customer service team.
Excellent problem-solving and conflict resolution skills.
Ability to lead, train, and motivate a support team.
Strong communication and interpersonal skills.
Experience analyzing customer data and driving service improvements.
Ability to handle high-pressure situations and escalations.

Responsibilities

Oversee daily customer service operations and team performance.
Train, mentor, and develop customer support representatives.
Handle customer escalations and complex service issues.
Develop and implement customer service policies and best practices.
Analyze customer feedback to identify service improvement opportunities.
Collaborate with sales, marketing, and product teams to improve customer experience.
Manage customer support tools
Ensure compliance with company policies and industry regulations.
Stay updated on customer service trends and technologies.