Customer Service Shift Lead: SLA, Coaching & Ops

SATO GLOBAL BUSINESS SERVICES PTE. LTD.; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

SATO GLOBAL BUSINESS SERVICES PTE. LTD. is seeking a hands-on Customer Service Supervisor to lead frontline shift operations for our Global Helpdesk (GHD). You will drive SLA performance, coach agents, and push continuous improvement across daily operations.

Responsibilities include leading queue operations, coaching real-time handling across channels, maintaining SOPs, updating templates, and producing regular operational reports with data-driven action plans.

Qualifications

• Diploma or associate degree or equivalent practical experience in a related field.
• Minimum 3 years of experience in helpdesk or customer support operations.
• Experience leading teams and coaching peers.

Responsibilities

• Lead frontline shift operations to meet SLA targets and service standards.
• Coach agents in real time and coordinate with internal teams through to resolution.
• Identify recurring issues, suggest improvements, and update SOPs and knowledge content.
• Manage ticketing workflows, reporting on volume, SLA, backlog, and escalations.

Skills

Team leadership

Coaching

Customer service operations

Education

Diploma / Associate degree

Tools

Zendesk

Job description

SATO GLOBAL BUSINESS SERVICES PTE. LTD. is seeking a hands-on Customer Service Supervisor to lead frontline shift operations for our Global Helpdesk (GHD). You will drive SLA performance, coach agents, and push continuous improvement across daily operations.

Responsibilities include leading queue operations, coaching real-time handling across channels, maintaining SOPs, updating templates, and producing regular operational reports with data-driven action plans.