Customer Service Manager

AgeMate; Singapore; Hybrid; SGD 67,000 - 78,000; Full time

Benefits offered by this job

Company-provided laptop

20 days annual leave

Flexible hybrid - work from home

WFH setup allowance

Job summary

AgeMate, a fast-growing Singapore-based supplement brand, seeks a Customer Support Manager to lead day-to-day operations across ticketing, social, and support analytics. You will manage people, processes and escalations while driving scalable growth and customer satisfaction.

You’ll work closely with Supply Chain, Logistics, and cross-functional teams to optimize workflows, reporting and performance — balancing hands-on involvement with strategic leadership in a hybrid Singapore role.

Qualifications

• 5+ years' experience in Customer Support, Customer Service or Customer Operations.
• 2-3+ years' experience as a Customer Support Manager or in a similar management role.
• Hands-on experience with Shopify.
• Experience with subscription-based businesses and subscription management platforms.
• Experience working with 3PLs, fulfilment partners and logistics teams.
• Experience managing customer support teams, including Team Leads or supervisors.
• Strong understanding of customer support KPIs, queue management and operational performance.
• Experience with workforce planning, rostering and escalations.
• Strong analytical and reporting skills, able to identify trends and drive improvements.
• Strong written and verbal communication skills.

Responsibilities

• Lead the day-to-day customer support operation and support Team Leads.
• Monitor ticket volumes, backlogs, response times, CSAT and performance.
• Own workforce planning, rostering and coverage across markets and time zones.
• Manage complex customer and operational escalations.
• Identify performance gaps and recurring issues for improvement.
• Analyse support data and provide clear operational reporting.
• Improve workflows and team efficiency; ensure platforms are used effectively.
• Oversee orders, subscriptions, returns, refunds and payment issues.

Skills

Leadership

Data analysis

Workforce planning

KPIs & performance

Communication

Tools

Shopify

Gorgias

Subscription platforms

3PL coordination

Job description

About the Role

We’re AgeMate, a fast-growing Singapore-based supplement brand serving a global customer base, primarily across Australia and the United States.

We’re proud of the community we’ve built and the trust our customers place in us when it comes to their health. Our team is collaborative, ambitious and growth-driven, with a strong focus on customers, data, efficiency and continuous improvement.

About the Role

We’re looking for an experienced Customer Support Manager to take ownership of the day-to-day running and performance of our customer support operation.

This is a hands‑on operational leadership role. We’re looking for someone experienced enough to run the function independently when required, while still being comfortable getting into the detail, working with data, solving problems and supporting the team.

You’ll oversee customer support across Ticketing, Social Media and Customer Support Operations, with responsibility for people, performance, processes, escalations and operational reporting.

This is not a role focused purely on delegation. We’re looking for someone who can balance leadership and strategic thinking with hands‑on operational involvement.

You’ll report to the Head of Customer Experience.

What You’ll Do

• Lead the day-to-day customer support operation and support Team Leads
• Monitor ticket volumes, backlogs, response times, CSAT and overall support performance
• Own workforce planning, rostering and coverage across our key markets and time zones
• Manage complex customer and operational escalations
• Identify performance gaps, recurring customer issues and opportunities for improvement
• Analyse support data and provide clear operational reporting
• Improve workflows, processes and team efficiency
• Ensure Shopify, Gorgias and subscription management platforms are used effectively
• Oversee support processes relating to orders, subscriptions, returns, refunds and payment issues
• Work closely with Supply Chain, Logistics and 3PL partners on fulfilment and shipping issues
• Collaborate with eCommerce, Product, Marketing, Operations, Quality and Compliance teams
• Help build a customer support operation that can scale as the business grows

What We’re Looking For

• 5+ years' experience in Customer Support, Customer Service or Customer Operations
• 2-3+ years' experience as a Customer Support Manager or in an equivalent management role
• Hands-on experience with Shopify
• Experience with subscription-based businesses and subscription management platforms
• Experience working with 3PLs, fulfilment partners and logistics teams
• Experience managing customer support teams, ideally including Team Leads or supervisors
• Strong understanding of customer support KPIs, queue management and operational performance
• Experience with workforce planning, rostering and escalations
• Strong analytical and reporting skills, with the ability to identify trends and turn them into operational improvements
• Strong written and verbal communication skills

Highly Regarded

• Experience with Gorgias
• Experience with ReCharge or similar subscription platforms
• Previous experience in the health, wellness, supplements or another regulated consumer industry
• Experience supporting customers across multiple international markets
• Experience managing distributed or remote customer support teams

Working Arrangement

This is a Singapore-based hybrid role.

You will primarily work from home, with approximately 1-2 days per week in the office for meetings, collaboration and other business requirements as needed.

As our customers are primarily based in Australia and the United States, you should be comfortable working within an international customer support environment across multiple time zones.

Salary & Benefits

S$6,000-S$7,000 per month, depending on experience

20 days of annual leave

Flexible hybrid working arrangement - primarily work from home

Company-provided laptop

S$600 one-time work-from-home setup allowance

Position: Customer Support Manager

Employment Type: Full-Time

Working Arrangement: Hybrid - primarily work from home with approximately 1-2 office days per week

Reports to: Head of Customer Experience

Eligibility: This position is open to Singapore Citizens and Permanent Residents.