Customer Support Lead — CRM & Experience

PASONA SINGAPORE PTE. LTD.; Singapore; On-site; SGD 61,000 - 73,000; Full time

Job summary

PASONA SINGAPORE PTE. LTD.

is seeking an experienced Customer Support Assistant Manager in Singapore to oversee daily support operations, manage enquiries and complaints, and ensure high-quality customer experience across all touchpoints. You will lead the expansion of the customer support function, implement CRM processes, develop SOPs, monitor KPIs, and collaborate with IT and other departments to drive service improvements.

Qualifications

• At least 5 years of related experience in customer service / customer support / customer experience.
• Experience in F&B / Hospitality / Retail industry is a must.
• Experience using CRM platforms such as Salesforce, Zendesk, Freshdesk, HubSpot or similar systems.
• Japanese language is an advantage to liaise with Japanese-speaking stakeholders and Japan HQ.

Responsibilities

• Manage day-to-day customer enquiries received via email and social media platforms.
• Ensure customer enquiries and complaints are handled professionally and within established service standards.
• Investigate escalated customer issues and coordinate with relevant departments to ensure timely resolution.
• Monitor customer satisfaction and recommend service improvements.
• Develop and maintain customer support SOPs, response templates and service guidelines.
• Establish internal workflows for handling customer enquiries, complaints and escalations.
• Review existing processes regularly and recommend improvements to enhance efficiency and service quality.
• Monitor service KPIs such as response time, resolution time and customer satisfaction.
• Work closely with management, IT vendors and internal stakeholders in the implementation of the CRM system.
• Participate in gathering business requirements, user testing and workflow design.
• Support the configuration, rollout and continuous improvement of CRM processes.
• Recommend system enhancements to improve customer support efficiency and reporting capabilities.
• Ensure customer data is maintained accurately within the CRM system.
• Support recruitment and onboarding of customer support team members as the function grows.
• Supervise daily team operations and workload allocation.
• Coach team members to improve customer service quality and operational efficiency.
• Conduct regular performance reviews and identify development opportunities.

Skills

Customer service management

CRM experience

Team leadership

Stakeholder management

Communication

Tools

Salesforce

Zendesk

Freshdesk

HubSpot

Job description

PASONA SINGAPORE PTE. LTD.

is seeking an experienced Customer Support Assistant Manager in Singapore to oversee daily support operations, manage enquiries and complaints, and ensure high-quality customer experience across all touchpoints. You will lead the expansion of the customer support function, implement CRM processes, develop SOPs, monitor KPIs, and collaborate with IT and other departments to drive service improvements.