Operations and Customer Experience Lead

ZACCHA; Singapore; Hybrid; SGD 50,000 - 61,000; Full time

Job summary

Zaccha is a Singapore immune health company seeking an Operations & Customer Experience lead. You will own the entire post-decision customer journey from supply to fulfilment and ongoing relationships, ensuring reliable operations without founder involvement.

You will document processes, manage inventory, fulfillment, and platform administration, and drive a consistent customer experience across channels in a fast-growing start-up.

Qualifications

• Three+ years in operations, e-commerce operations or fulfilment.
• Comfortable handling customer interactions across channels.
• Bilingual in English and Mandarin (written and spoken).

Responsibilities

• Forecast demand by SKU, set reorder points, and manage batch/expiry across channels.
• Manage daily order flow with the warehouse partner and handle exceptions/returns.
• Maintain Shopify backend accuracy: listings, pricing, inventory sync, discounts.
• Document recurring tasks and deliver a weekly operations report.

Skills

Operations experience

Customer service

Bilingual English/Mandarin

Tools

Shopify

WhatsApp Business

Job description

Zaccha is a Singapore immune health company. We are the next evolution of Chinese medicine for ageing well.

We inherited the wisdom. Chinese medicine identified these herbs and understood how to use them long before anyone could explain why they worked. That knowledge is the starting point, not something waiting to be proven.

What modern science gives us is the means to take it further. Standardisation, so every capsule delivers the same active compounds. Clinical study, so we understand how to get the most out of the herb. Consistency, efficacy and safety, measured rather than assumed.

Our product, T-cell Activator®, is formulated around GPComplex®, a patented, standardised extract of Chinese licorice root. It is protected by five patents, manufactured in GMP-certified facilities here in Singapore, and third-party tested every batch. It is supported by over 25 years of studies, including human studies and randomised controlled trials, a level of rigour that few immune health supplements can match. It supports the body's T-cell function and its ability to regulate its own immune response.

The company was founded by a family that began funding this research in the early 2000s, long before there was a product to sell. That patience is still how we operate. Our customers stay with us for years, and the work of this role is to make that experience dependable.

We are a small team. We move quickly, we document what we learn, and we expect people to own their work.

About Zaccha

Zaccha is a Singapore immune health company. We are the next evolution of Chinese medicine for ageing well.

We inherited the wisdom. Chinese medicine identified these herbs and understood how to use them long before anyone could explain why they worked. That knowledge is the starting point, not something waiting to be proven.

What modern science gives us is the means to take it further. Standardisation, so every capsule delivers the same active compounds. Clinical study, so we understand how to get the most out of the herb. Consistency, efficacy and safety, measured rather than assumed.

Our product, T-cell Activator®, is formulated around GPComplex®, a patented, standardised extract of Chinese licorice root. It is protected by five patents, manufactured in GMP-certified facilities here in Singapore, and third-party tested every batch. It supports the body's T-cell function and its ability to regulate its own immune response.

The company was founded by a family that began funding this research in the early 2000s, long before there was a product to sell. That patience is still how we operate. Our customers stay with us for years, and the work of this role is to make that experience dependable.

We are a small team. We move quickly, we document what we learn, and we expect people to own their work.

Purpose of the role

To own the entire post-decision customer journey, from supply through fulfilment to the ongoing relationship, so that the business runs reliably without founder involvement in daily execution.

This is an ownership role. You will inherit a broad, partially documented function and be expected to structure it.

Operations

• Inventory and supply Forecast demand by SKU, set and maintain reorder points, and track batch and expiry across channels. Raise purchase orders, chase suppliers against agreed lead times, and follow through to delivery. Maintain quality documentation, certificates of analysis and batch records. Supplier terms and pricing are set by the founder; this role executes against them.
• Fulfilment and logistics Manage the daily order flow with our warehouse partner. Handle custom orders, exceptions, returns, exchanges and delivery issues. Monitor courier performance and resolve problems before customers notice them.
• Platform and channel administration Maintain accuracy across the Shopify backend, including listings, pricing, inventory sync and discount codes. Administer quarterly memberships: renewals, failed payments, pauses and cancellations. Reconcile order data between Shopify, the warehouse and finance.
• Process and reporting Document every recurring task as a written procedure. Deliver a weekly operations report covering stock position, order exceptions and customer themes.

Customer Experience

• Service standards Own and maintain our approved response library and the tiering rules that determine which replies go out without review.
• Enquiries and support Handle pre-purchase questions on product suitability, ingredients and usage, alongside order, payment and delivery support, across WhatsApp, email and social inboxes.
• Post-sales support and consistency Run structured check-ins at day 30, 60 and 90. Support customers who are uncertain about their progress, and help them stay consistent with their own routine. Resolve service matters within agreed policy, and route any health-related or condition-specific question to the founder. This work directly sustains our reorder rate.
• Membership care Manage pause, change and cancellation conversations, and hold retention conversations before a cancellation is processed.
• Voice of customer Log recurring questions and objections by theme. Source reviews and testimonials. Provide a weekly summary to marketing.
• Community and events Own the full customer communication cycle for our quarterly Seasons of Health events: invitations, RSVPs, pre-event briefing, delivery on the day, and post-event follow-up and referral tracking.
  

Requirements

• Three or more years in operations, e-commerce operations, customer service or fulfilment. Experience in a small or founder-led business is preferred.
• Working knowledge of Shopify, including order management and basic reporting.
• Comfortable managing customer conversations on WhatsApp Business.
• Bilingual proficiency in English and Mandarin, written and spoken.
• Based in Singapore, and available for four weekend events each year.
  

This role suits you if

You prefer to be given a problem rather than a checklist, you identify issues before they become urgent, and you are comfortable being the only person in your function. You will need patience and genuine warmth with older customers.

It will not suit you if you want a narrow, fixed remit or expect your week to be planned for you.

The details:

Type: Full-time, with a three-month probation period

Salary: SGD 4,500 to 5,500 per month, depending on experience

Location: Hybrid, based in Singapore, with on-site attendance for four quarterly customer events a year

Reports to: Co-founder