Customer Experience Team Lead

BlueSG is the first and only point to point car sharing service in Singapore, offering a convenient, flexible and affordable mobility option to all, complementing public transport while reducing the need for car ownership. With a 100% electric fleet, BlueSG provides a sustainable transportation solution, eliminating direct carbon dioxide emissions as compared to traditional vehicles.

Join us if you’re passionate about our business, ready to contribute, and resonate with our core values – Collaboration, Curiosity, Customer-Centricity, Empowerment and Respect!

About The Role

The Team Lead will organise, direct, and monitor the daily activities of a team of Customer Experience Agents. This role involves ensuring high levels of customer service, adherence to company policies, and continuous improvement of team performance.

1. Organise and oversee shift duties for the team.
2. Supervise and mentor a team of Customer Experience Agents to achieve performance goals.
3. Ensure emails, live chat and calls handled by Customer Experience Agents are correctly managed.
4. Monitor calls to observe individual demeanour, technical accuracy, and adherence to company and client policies and procedures.
5. Handle and escalate sensitive calls when necessary.
6. Provide real-time feedback and conduct monthly reviews.
7. Identify and address process bottlenecks and inefficiencies to improve overall performance.
8. Collaborate with other departments to ensure seamless communications and alignment of goals.
9. Handle any ad-hoc tasks assigned to support operational needs, process improvements, or special projects.

What We’re Looking For

1. Proven experience in a customer service role, with at least 2 years in a supervisory position.
2. Strong leadership and team management skills.
3. Excellent communication and interpersonal skills.
4. Ability to provide constructive feedback and handle sensitive situations.
5. Ability to work under pressure.
6. Attentive to details.
7. Proficiency in using customer service software tools such as Zendesk.
8. Must be able to work permanent night shift 10:30pm - 7:30am, weekends and Public Holidays.