Customer Service Manager

Flamingo Recruitment; Singapore; Remote; SGD 80,000 - 100,000; Full time

Job summary

A leading recruitment agency in Singapore seeks a User Operations Manager to lead and enhance a Philippines-based support team. You will be responsible for managing user experience, addressing feedback, and driving operational excellence. The ideal candidate has over 5 years of experience in user operations and is fluent in English, with a preference for those familiar with Philippine BPO teams.

Qualifications

• Minimum 5 years of experience in user operations, managing cross-border support teams.
• Experience working with Philippine BPO teams is highly preferred.
• Adaptability to rotational shifts covering MENA and Southeast Asia time zones.

Responsibilities

• Lead and manage a Philippines-based user support team for global users.
• Enhance user experience by addressing feedback and resolving complaints.
• Collaborate with product teams for user-driven feature improvements.

Skills

User operations management

Cross-border support team experience

Content moderation processes

Withdrawal risk management

Fluent in English

Cultural sensitivities management

Job description

Overview

Lead and manage a Philippines-based user support team (1520 pax) to provide responsive and high-quality service for global users. Responsible for enhancing the user experience by addressing feedback, resolving complaints, and driving operational excellence across multiple regions and languages.

• Establish and maintain a multilingual user support system (English, Arabic, Hindi, etc.) to serve global markets.
• Develop and refine SOPs for handling payment disputes, content moderation, and withdrawal delay cases.
• Monitor and enforce compliance procedures for users withdrawals to prevent fraudulent activities.
• Train the BPO team to effectively manage sensitive cases, including user conflicts and cultural sensitivities.
• Collaborate with product teams to deliver user-driven feature improvements (e.g., party games, voice chat rooms).
• Minimum 5 years of experience in user operations, including managing cross-border support teams of 15+ members.
• Strong understanding of content moderation processes and withdrawal risk management in social or entertainment platforms.
• Experience working with or managing teams within the Philippine BPO team is highly preferred.
• Fluent in English with the ability to adapt to rotational shifts covering MENA and Southeast Asia time zones.

Seniority level

• Executive

Employment type

• Full-time

Job function

• Customer Service

Industries

• Human Resources Services