Customer Service Manager

RIDA GLOBAL PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Rida Global is seeking a Regional CustomerSupport Operations Manager to lead the operating model, service quality and continuous improvement of our distributed customer and driver support function from our Singapore headquarters. You will connect Singapore-based customers with remote teams, owning SLAs, workforce planning, QA and escalations.

The role covers AI-assisted support workflows, knowledge base upkeep, playbooks and training, coordinating with the Philippines center and

Qualifications

• Diploma or Bachelor's degree in Business Administration, Operations, Customer Experience, Communications or a related discipline; equivalent relevant experience may be considered.
• At least 5 years of experience in customer support, contact-centre or service operations, including at least 2 years leading team leads or agents.
• Demonstrated experience managing distributed, remote or offshore support operations and coordinating them with a headquarters or client-facing team.
• Hands-on experience with omnichannel support platforms such as Respond.io, Zendesk, WhatsApp Business or comparable systems.
• Strong experience in workforce planning, service-level management, quality assurance, incident escalation and performance reporting.
• Experience implementing support automation, knowledge-management or AI-assisted customer-service tools.
• Able to coach teams, write clear SOPs and communicate professionally with customers, drivers and internal stakeholders.
• Strong judgement, composure during live incidents and willingness to support time-sensitive operations when required.

Responsibilities

• Own day-to-day governance and performance of Rida's distributed customer and driver support operation across WhatsApp, Respond.io, Zendesk and other designated channels.
• Lead remote team leads and support agents, including capacity planning, shift coverage, attendance, coaching, performance management and service continuity.
• Set and monitor response-time, resolution-time, quality, documentation and escalation standards; maintain traceable records and management reporting.
• Manage critical customer, driver and operational escalations and coordinate resolution across Singapore operations, account management, product and engineering teams.
• Design and maintain quality-assurance reviews, calibration sessions, case audits and corrective-action plans.
• Build and maintain support playbooks, knowledge-base content, SOPs, onboarding programmes and recurring training.
• Deploy and improve AI-assisted support workflows, ticket classification, suggested responses, automation and human-review controls.
• Analyse contact drivers, recurring incidents and service data to identify product, process and operational improvements.
• Prepare customer-facing and management service reports, contribute to service reviews and track agreed improvement actions.
• Support business-continuity planning, access controls, data protection and appropriate handling of confidential customer and driver information.
• Provide escalation coverage outside standard office hours when required by live operations.

Skills

Omnichannel

Workforce planning

SLA management

Quality assurance

Incident escalation

Performance reporting

Coaching teams

Education

Bachelor's degree

Diploma

Tools

Respond.io

Zendesk

WhatsApp Business

Job description

Role overview

Rida Global is seeking a Regional CustomerSupport Operations Manager to lead the operating model, service quality and continuous improvement of our distributed customer and driver support function from our Singapore headquarters.

The role will connect Singapore-based customers, operations, product and engineering teams with Rida's remote support operation, including the Philippines support centre. The successful candidate will own service levels, workforce planning, quality assurance, escalations, training and the rollout of AI-assisted support workflows.

Key responsibilities

• Own day-to-day governance andperformance of Rida's distributed customer and driver support operation acrossWhatsApp, Respond.io, Zendesk and other designated channels.
• Lead remote team leads andsupport agents, including capacity planning, shift coverage, attendance,coaching, performance management and service continuity.
• Set and monitor response-time,resolution-time, quality, documentation and escalation standards; maintaintraceable records and management reporting.
• Manage critical customer,driver and operational escalations and coordinate resolution across Singaporeoperations, account management, product and engineering teams.
• Design and maintainquality-assurance reviews, calibration sessions, case audits andcorrective-action plans.
• Build and maintain supportplaybooks, knowledge-base content, SOPs, onboarding programmes and recurringtraining.
• Deploy and improve AI-assistedsupport workflows, ticket classification, suggested responses, automation andhuman-review controls.
• Analyse contact drivers,recurring incidents and service data to identify product, process andoperational improvements.
• Prepare customer-facing andmanagement service reports, contribute to service reviews and track agreedimprovement actions.
• Support business-continuityplanning, access controls, data protection and appropriate handling ofconfidential customer and driver information.
• Provide escalation coverageoutside standard office hours when required by live operations.

Requirements

• Diploma or Bachelor's degree inBusiness Administration, Operations, Customer Experience, Communications or arelated discipline; equivalent relevant experience may be considered.
• At least 5 years of experiencein customer support, contact-centre or service operations, including at least 2years leading team leads or agents.
• Demonstrated experiencemanaging distributed, remote or offshore support operations and coordinatingthem with a headquarters or client-facing team.
• Hands-on experience withomnichannel support platforms such as Respond.io, Zendesk, WhatsApp Business orcomparable systems.
• Strong experience in workforceplanning, service-level management, quality assurance, incident escalation andperformance reporting.
• Experience implementing supportautomation, knowledge-management or AI-assisted customer-service tools.
• Able to coach teams, writeclear SOPs and communicate professionally with customers, drivers and internalstakeholders.
• Strong judgement, composureduring live incidents and willingness to support time-sensitive operations whenrequired.