Executive, Community Experience

GetGo Carsharing; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

GetGo Technologies, a Singapore-based mobility group, is seeking an Executive, Community Experience to bridge our GetGo Group community and internal teams. This contract role focuses on delivering high-quality omnichannel support across live chat, email and phone, maintaining brand voice and empathetic service.

You will work with AI agents, monitor interactions, and collaborate with Fleet Operations, Technology, Finance and Marketing to resolve complex issues, driving data-driven improvements

Qualifications

• Experience managing multiple support channels (Live Chat, Email, Phone) simultaneously.
• Tech-savvy and AI-curious, familiar with help desk software.
• Strong verbal and written communication skills.
• Ability to identify trends and suggest data-driven improvements.

Responsibilities

• Manage and deliver high-quality customer support across an omnichannel environment, including live chat, email, and phone.
• Interface with AI agents to monitor automated interactions and intervene as needed for accurate resolutions.
• Identify and flag recurring service gaps or technical anomalies and propose practical solutions.
• Collaborate with cross-functional teams to resolve complex customer issues in a timely manner.
• Maintain clear, professional communication with stakeholders, reflecting GetGo's brand tone during crises.
• Share best practices to foster an excellent service mindset within the team.

Skills

Multitasking

AI tools

Communication

Analytical skills

Empathy

Tools

Zendesk

Nautilus

Job description

About This Role

At GetGo, our vision is to build a world where everyone can move around freely and sustainably. As we continue to expand our geographic reach and champion sustainability, we are looking for those ready to join us on a ride in creating a meaningful future of mobility.

About This Role

At GetGo, our vision is to build a world where everyone can move around freely and sustainably. As we continue to expand our geographic reach and champion sustainability, we are looking for those ready to join us on a ride in creating a meaningful future of mobility. The Executive, Community Experience is a critical role responsible for serving as the essential bridge between the GetGo Group community and our internal business functions to ensure a seamless user journey. This is a contract role with the opportunity for renewal based on performance and business requirements.

How You Will Make An Impact

• Manage and deliver high-quality customer support across an omnichannel, multi-brand environment, including live chat, email, and phone, ensuring consistent service standards and a seamless customer experience across all touchpoints.
• Interface with AI agents to monitor automated interactions, providing feedback and manual intervention to ensure the AI provides accurate and empathetic resolutions.
• Identify and flag recurring service gaps or technical anomalies within the community experience and propose practical solutions to improve automated and manual workflows.
• Collaborate with cross-functional teams, including but not limited to Fleet Operations, Technology, Finance, and Marketing, to ensure the timely resolution of complex customer issues.
• Maintain clear, professional, and empathetic communication with all stakeholders, ensuring GetGo's brand tone is consistently reflected during customer interactions, crises and service disruptions.
• Support the cultivation of an excellent service mindset within the team by sharing best practices for navigating an omnichannel support landscape.

What Makes You a Great Fit

• Adept at multitasking in a fast-paced environment, with experience managing multiple support channels (Live Chat, Email, Phone) simultaneously.
• Tech-savvy with a curiosity for AI; comfortable working alongside AI tools and help desk software (e.g. Zendesk, Nautilus).
• Strong analytical skills with the ability to identify trends in customer feedback and suggest data-driven enhancements to service processes.
• Exceptional verbal and written communication skills, with the ability to pivot tone and style across different communication platforms.
• Resilience and empathy, specifically the ability to handle difficult customer interactions and crises with a solution-oriented mindset.
• Strong personal alignment with our GetGo Values:
  • Driven by Purpose
  • Stay Curious and Humble
  • Collaborate with Empathy
  • Make it Better
  • Get It Going!

About GetGo Technologies

GetGo Technologies is a Singapore headquartered technology-enabled mobility group on a mission to empower communities with accessible and sustainable mobility through GetGo Carsharing and ZipZap Car Subscription. GetGo Carsharing is Singapore's largest and fastest growing carsharing service, with 3,000 vehicles over 1,700 locations islandwide, serving a community of over half a million users, 24/7. ZipZap Car Subscription is a car subscription service that aims to redefine longer-term personal car access through flexible, all-inclusive subscriptions.