Customer Support Team Lead

Lalamove EasyVan (SG) Pte Ltd; Singapore; On-site; SGD 45,000 - 70,000; Full time

Job summary

A leading logistics company in Singapore seeks a team lead to oversee driver-related operations and support compliance across departments. This role requires strong analytical and communication skills, coupled with a proactive approach to management. Candidates should have a diploma in business and be competent with Microsoft Office tools.

Qualifications

• Minimum Diploma in Business or related field required.
• Strong communication and presentation skills needed.
• Ability to work in a fast-paced environment essential.

Responsibilities

• Lead a team to manage driver enquiries and disputes.
• Oversee compliance with internal Standard Operating Procedures.
• Partner with stakeholders to update platform’s Terms and Conditions.

Skills

Analytical thinking

Communication

Interpersonal skills

Attention to detail

Proactivity

Education

Diploma in Business or related field

Tools

Microsoft Office

Job description

What you'll do

• Lead a team to handle driver enquiries, disputes and compensations to meet operational targets

• Oversee the review, alignment, and deployment of internal Standard Operating Procedures (SOPs) across multiple departments to ensure cohesive and compliant operations

• Partner with key stakeholders, including Legal, Marketing, and Business Development, to evaluate and update the platform’s Terms and Conditions for optimal clarity and compliance

• Collect insights from drivers on fraudulent behaviors and collaborate with the Anti-Fraud team to design and implement effective fraud prevention strategies

• Manage escalated cases, to ensure timely and effective resolution

• Conducting performance coaching to Driver Partners who breached platform's policy

• Ensuring Driver Partners adhere to service and safety rules and conducts by enforcing appropriate disciplinary actions

• Adept in utilizing Excel/Spreadsheet as trackers to ensure data and information are securely updated, shared and kept

What we seek

• Objective thinker, able to be firm yet empathetic

• Analytical and resilient with ambition to work in a high-pressure, fast-paced environment

• Excellent communication, interpersonal, and presentation skills

• Energetic, driven, passionate, proactive, and attentive to details

• Knowledge of general business software and aptitude to learn new applications; proficiency in Microsoft Office (Word, Excel, Outlook)

• Minimum Diploma in Business or related field