Customer Success Leader — Service Excellence & Ops

Hegen; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Hegen is seeking an experienced and customer-centric Customer Care Manager (Customer Success) to oversee the Customer Success function and drive service excellence across the customer journey in Singapore. You will lead end-to-end customer experiences, define service standards, and build scalable processes with cross-functional partners to deliver value and satisfaction.

As the functional head, you will coach a high-performing team, implement governance, and leverage data to continually improve

Qualifications

• Bachelor's degree in Business, Communications, Marketing or a related discipline.
• At least 7 years of experience in customer care, customer service, customer operations or a related function.
• At least 3 years of experience leading, coaching or managing teams.
• Proficiency in English and Mandarin (written and spoken).
• Strong understanding of customer journey management and customer experience principles.
• Experience developing SOPs, service standards, reporting frameworks and operational processes.
• Strong analytical, problem-solving and decision-making capabilities.
• Excellent communication, interpersonal and stakeholder management skills.
• Comfortable with customer systems and digital tools such as Zendesk, Microsoft Office Suite and Zoom.
• Able to work onsite from Monday to Friday, 9:00 AM to 6:00 PM, as well as two Saturdays per month.

Responsibilities

• Lead and oversee the Customer Success function, ensuring alignment with organisational priorities and customer needs.
• Build, develop and maintain a high-performing Customer Success team through effective coaching, mentorship and performance management.
• Establish clear team objectives, priorities and performance expectations.
• Foster a customer-centric culture focused on service excellence, accountability and continuous improvement.
• Support workforce planning, recruitment, onboarding and capability development within the Customer Success function.
• Own the design, implementation, governance and continuous improvement of Customer Success policies, SOPs, workflows and service standards.
• Establish governance frameworks to ensure consistency, quality and operational effectiveness across the function.
• Develop escalation protocols and ensure customer concerns are managed appropriately and resolved in a timely manner.
• Continuously review and optimise customer processes to improve efficiency, scalability and service delivery.
• Drive the adoption of technology, automation and AI-enabled solutions where appropriate to enhance customer operations and productivity.
• Oversee the delivery of exceptional customer support across all customer touchpoints.
• Monitor customer satisfaction trends, service performance metrics and customer feedback channels.
• Identify opportunities to strengthen customer satisfaction, retention and advocacy.
• Partner with the team to resolve complex customer issues and service recovery situations where necessary.
• Champion initiatives that enhance the overall customer journey and customer experience.
• Serve as the primary representative of the Customer Success function in cross-functional discussions and initiatives.
• Partner closely with Quality Assurance, Commercial, Supply Chain Management and other stakeholders to address customer concerns and drive continuous improvement.
• Translate customer feedback into actionable recommendations that support business, product and process improvements.
• Influence decision-making through meaningful customer insights, data and recommendations.
• Oversee the development and maintenance of customer-facing knowledge resources, training materials and educational content.
• Ensure customer information remains accurate, relevant and aligned with product developments.
• Establish best practices in customer communication, product education and service delivery.
• Support customer, distributor and internal training initiatives where required.
• Develop and maintain reporting frameworks that provide visibility into customer trends, operational performance and service quality.
• Analyse customer feedback, recurring issues and operational data to identify risks and opportunities.
• Track and report on departmental performance against agreed objectives and service standards.
• Lead continuous improvement initiatives that enhance operational effectiveness and customer outcomes.

Skills

Leadership

Customer journey management

SOP development

Analytics

Stakeholder management

English

Mandarin

Education

Bachelor's degree

Tools

Zendesk

Microsoft Office

Zoom

Job description

Hegen is seeking an experienced and customer-centric Customer Care Manager (Customer Success) to oversee the Customer Success function and drive service excellence across the customer journey in Singapore. You will lead end-to-end customer experiences, define service standards, and build scalable processes with cross-functional partners to deliver value and satisfaction.

As the functional head, you will coach a high-performing team, implement governance, and leverage data to continually improve