Customer Service Lead: Drive Support Excellence

QUESS SELECTION & SERVICES PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

QUESS SELECTION & SERVICES PTE. LTD. is seeking a Customer Service Lead to head our client’s support operations, elevate service standards, and guide the frontline team to success.

This hands-on role focuses on coaching, metric-driven improvements, and ensuring a stellar customer experience across channels. You will own escalations, refine procedures, and collaborate with product, sales, and operations to voice the customer and shape service strategy.

Qualifications

• 3+ years of experience managing customer support teams.
• A data-driven mindset paired with unmatched empathy and communication skills.
• The ability to adapt quickly, optimize workflows, and hit the ground running.

Responsibilities

• Direct and empower a high-performing customer service team through daily coaching, goal setting, and real-time performance tracking.
• Take ultimate ownership of complex customer escalations, turning challenging interactions into loyal brand moments.
• Analyze support metrics and performance trends to identify bottlenecks and implement swift, effective workflow improvements.
• Refine and deploy service procedures and documentation to ensure consistent, top-tier quality across all support channels.
• Collaborate cross-functionally with product, sales, and operations teams to champion the voice of the customer within the company.

Skills

People management

Data-driven

Empathy

Job description

QUESS SELECTION & SERVICES PTE. LTD. is seeking a Customer Service Lead to head our client’s support operations, elevate service standards, and guide the frontline team to success.

This hands-on role focuses on coaching, metric-driven improvements, and ensuring a stellar customer experience across channels. You will own escalations, refine procedures, and collaborate with product, sales, and operations to voice the customer and shape service strategy.