Data-Driven CX Leader: Coach, Escalations & Ops

QUESS SELECTION & SERVICES PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

QUESS SELECTION & SERVICES PTE. LTD. is seeking a dynamic Customer Service Manager in Singapore to lead our client's support operations. You will oversee the frontline team, coach daily, and drive service excellence to delight customers.

This hands-on role emphasizes data-driven decision making, cross-functional collaboration with product, sales, and operations, and scalable workflow improvements to elevate customer experience.

Qualifications

• 3+ years of experience managing customer support teams.
• A data-driven mindset paired with unmatched empathy and communication skills.
• The ability to adapt quickly, optimize workflows, and hit the ground running.

Responsibilities

• Direct and empower a high-performing customer service team through daily coaching, goal setting, and real-time performance tracking.
• Take ultimate ownership of complex customer escalations, turning challenging interactions into loyal brand moments.
• Analyze support metrics and performance trends to identify bottlenecks and implement swift, effective workflow improvements.
• Refine and deploy service procedures and documentation to ensure consistent, top-tier quality across all support channels.
• Collaborate cross-functionally with product, sales, and operations teams to champion the voice of the customer within the company.

Skills

Team leadership

Data-driven mindset

Empathy & communication

Job description

QUESS SELECTION & SERVICES PTE. LTD. is seeking a dynamic Customer Service Manager in Singapore to lead our client's support operations. You will oversee the frontline team, coach daily, and drive service excellence to delight customers.

This hands-on role emphasizes data-driven decision making, cross-functional collaboration with product, sales, and operations, and scalable workflow improvements to elevate customer experience.