Customer Service Solutions Lead

Airswift; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

Airswift, a leader in Shipping and Logistics, is seeking a Customer Service Solutions Lead in Singapore. The position involves driving customer service systems enhancements, collaborating with internal external teams, and optimizing service delivery through innovative solutions. Ideal candidates will have extensive experience in customer service operations, showcasing strong leadership in cross-border projects.

Qualifications

• Minimum 10 years in customer service operations or systems optimization.
• Familiarity with CRM platforms and service tools is ideal.
• Proactive and results-oriented in a fast-paced environment.

Responsibilities

• Drive enhancements for customer service systems as the lead representative.
• Lead initiatives for operational efficiency and digitization of customer service solutions.
• Develop business cases for new system features to enhance user experience.

Skills

Collaboration

Communication

Stakeholder engagement

Operational challenge translation

Tools

CRM platforms

Digital service tools

Job description

A leader in Shipping and Logistics company is currently expanding and looking for highly qualified candidates for the Customer Service Solutions Lead position based in Singapore.





Job Responsibilities:

• Serve as the lead representative from the business side to drive enhancements and long-term improvements for customer service systems.
  
• Recommend and lead initiatives that strengthen operational efficiency, frontline enablement, and digital customer service experience.
  
• Prioritize improvement efforts based on impact, feasibility, and alignment with business needs and customer expectations.
  
• Translate operational and service-related feedback into actionable system requirements in collaboration with internal teams and external vendors.
  
• Develop and propose business cases for new system features or tools that enhance service delivery and user experience.
  
• Define key performance indicators and success benchmarks for service system functionalities, ensuring ongoing optimization.
  
• Work closely with regional teams to ensure consistency in systems use, training, and implementation practices across markets.
  
• Coordinate with relevant teams on testing, validation, and rollout of system enhancements.
  
• Support broader service improvement initiatives and participate in transformation projects where needed.
  

Requirements:

• Minimum 10 years of experience in customer service operations, systems optimization, or service process transformation.
  
• Familiarity with CRM platforms, digital service tools, and frontline system needs.
  
• Demonstrated success in leading cross-border or enterprise-level projects.
  
• Strong ability to translate operational challenges into system-driven solutions.
  
• Excellent collaboration, communication, and stakeholder engagement skills.
  
• Proactive, results-oriented, and comfortable working in a fast-paced, matrix environment.
  
• Exposure to the logistics, supply chain, or transportation industry is but not mandatory.
  

Airswift care deeply about equity, and , and we actively seek talent from diverse and underrepresented groups. Please do send your CV to us if you meet most, but maybe not all of the requirements