Director, Customer Service Operations

gain city logistics pte. ltd.; Singapore; On-site; SGD 120,000 - 190,000; Full time

Benefits offered by this job

Learning & development opportunities

Comprehensive benefits package

Job summary

Gain City is seeking a seasoned Director/Assistant Director/Senior Manager, Customer Service Operations to lead the CS Operations division, supporting the group’s operational and commercial needs. You will drive operational excellence, seamless service delivery, and continuous improvement while leading adoption of technology for daily operations.

You will oversee daily CS teams, mentor leaders, and ensure consistent customer experiences across touchpoints, with a focus on performance,

Qualifications

• Bachelor’s degree in business/communications/ops mgmt or related discipline.
• 5+ years in customer service ops, 2+ in leadership.
• Experience leading teams at scale and in hybrid environments.
• Proficient with customer support tools & platforms.
• Strong analytical and problem-solving skills.
• Experience in retail or e-commerce is a plus.

Responsibilities

• Oversee daily customer service operations and ensure timely responses to enquiries and feedback.
• Lead resolution of high-impact escalations and service disruptions with clear communication and recovery plans.
• Coach and develop managers and frontline agents to drive engagement and performance.
• Develop and implement customer service frameworks, standards and SOPs aligned with business goals.
• Evaluate and adopt customer support tools to automate processes and enhance capabilities.
• Set and monitor KPIs (response time, resolution rate, CSAT, FCR) and identify improvements.
• Produce reports and insights on customer trends and service metrics for strategic decisions.
• Ensure compliance with government regulations and internal SOPs.

Skills

Leadership

Analytical skills

Problem-solving

Education

Bachelor’s degree in business administration, communications, operations management or related discipline

Tools

Customer support tools & platforms

Job description

Gain City is seeking a seasoned Director/Assistant Director/Senior Manager, Customer Service Operations to lead the CS Operations division, supporting the group’s operational and commercial needs. You will drive operational excellence, seamless service delivery, and continuous improvement while leading adoption of technology for daily operations.

You will oversee daily CS teams, mentor leaders, and ensure consistent customer experiences across touchpoints, with a focus on performance,