Customer Service Team Lead (Hybrid Operations)

LOVET (S) PTE. LTD.; Singapore; On-site; SGD 56,000 - 100,000; Full time

Job summary

LOVET (S) PTE. LTD. is seeking a Customer Service Team Lead to manage and coach a busy CS group in Singapore. The role involves assigning daily workloads, monitoring timely responses across channels, and driving performance through regular reviews and training.

You will be hands-on in daily operations, reply to emails and social platforms, and coordinate with Operations on orders, returns, and workflow efficiencies, all while maintaining excellent customer satisfaction and brand integrity.

Qualifications

• 3-5 years of customer service experience, fashion or e-commerce preferred.
• 1-2 years in a supervisory or managerial role.
• Strong problem-solving skills for difficult customer situations.
• Excellent written and verbal English communication.
• Highly organized, detail-oriented, able to multitask in a fast-paced environment.
• Customer-first mindset with good business judgment.

Responsibilities

• Manage, coach and support a customer service team.
• Assign and monitor daily workloads to ensure timely responses across all channels.
• Conduct regular performance reviews, training and feedback sessions.
• Set clear service standards, SOPs and KPIs for the CS team.
• Be hands-on in daily customer service operations, including replying to customer emails and social media platforms.
• Support and assist with operational tasks, such as order dispatch, returns and exchanges coordination.
• Collaborate with Operations team to resolve issues and manage workflows.
• Oversee all customer touchpoints including emails, social media platforms and google reviews to maintain positive brand reputation.
• Handle escalated and complex customer cases professionally with effective service recovery.
• Ensure high levels of customer satisfaction while balancing company policies.
• Improve CS workflows and internal processes to increase efficiency.

Skills

CS leadership

Team supervision

Problem solving

English communication

Organizational skills

Multitasking

Job description

Responsibilities:

• Manage, coach and support a customer service team
• Assign and monitor daily workloads to ensure timely responses across all channels
• Conduct regular performance reviews, training and feedback sessions
• Set clear service standards, SOPs and KPIs for the CS team
• Be hands‑on in daily customer service operations, including replying to customer emails and social media platforms
• Support and assist with operational tasks, such as order dispatch, returns and exchanges coordination
• Collaborate with Operations team to resolve issues and manage workflows
• Oversee all customer touchpoints including emails, social media platforms and google reviews to maintain positive brand reputation
• Handle escalated and complex customer cases professionally with effective service recovery
• Ensure high levels of customer satisfaction while balancing company policies
• Improve CS workflows and internal processes to increase efficiency

Requirements:

• Minimum 3-5 years of customer service experience, preferably in fashion or e-commerce
• At least 1-2 years of experience in a supervisory or managerial role
• Strong problem-solving skills with the ability to handle difficult customer situations calmly
• Excellent written and verbal communication skills (mandatory in English)
• Highly organised, detail-oriented and able to multitask in a fast-paced environment
• Customer‑first mindset with good business judgment