Director of Customer Service Operations

GAIN CITY LOGISTICS PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Gain City seeks a detail-oriented and customer-centric Logistics (Customer Service Operations) Director / Senior Manager to lead our Customer Service Operations division, supporting the operational and commercial needs of the Gain City group of companies. You will oversee daily service operations, drive continuous improvements, and lead adoption of technology to enhance daily operations.

You will manage high-performing teams of managers and frontline agents, set KPIs, and deliver actionable

Qualifications

• Bachelor’s degree in business administration, communications, operations management or related discipline.
• 5+ years of experience in customer service operations; at least 2 years in a leadership role.
• Experience managing customer service teams at scale and in hybrid environments.
• Proficient in customer support tools and platforms.
• Strong analytical and problem-solving skills.
• Experience in service industries such as retail or e-commerce is a plus.

Responsibilities

• Oversee daily operations of the customer service teams to ensure timely and appropriate responses to customer enquiries and feedback.
• Lead the resolution of high-impact escalations and service disruptions, ensuring clear communication and effective recovery plans.
• Lead, coach and develop high-performing teams of managers and frontline agents to drive engagement and continuous performance improvement.
• Develop and implement customer service frameworks, standards and procedures that support long-term business goals and enhance customer satisfaction.
• Explore, evaluate and adopt customer support tools and platforms to automate processes and improve service capabilities.
• Set and monitor KPIs such as response time, resolution rate, CSAT and first-contact resolution, and identify areas for improvement.
• Produce comprehensive reports and actionable insights on customer trends, pain points and service metrics to support strategic decision-making.
• Ensure full compliance with government regulations and internal SOPs.

Skills

Leadership

Customer service operations

Hybrid environments

Analytical thinking

Problem solving

Customer support tools

Retail/e-commerce experience

Education

Bachelor's degree

Tools

Customer support platforms

Job description

Gain City seeks a detail-oriented and customer-centric Logistics (Customer Service Operations) Director / Senior Manager to lead our Customer Service Operations division, supporting the operational and commercial needs of the Gain City group of companies. You will oversee daily service operations, drive continuous improvements, and lead adoption of technology to enhance daily operations.

You will manage high-performing teams of managers and frontline agents, set KPIs, and deliver actionable