Remote POS Support & Customer Success Lead

Oneness M&C Pte Ltd; Singapore; On-site; SGD 50,000 - 72,000; Full time

Job summary

Oneness M&C Pte Ltd is seeking a capable Remote Customer Support professional to provide tier-1 assistance for customers using our POS platform. The role requires guiding users remotely, triaging issues, and coordinating with the development team to resolve complex problems.

Success depends on strong communication, problem-solving, and a proactive approach to collect user feedback. Prior experience in SaaS or IT products with B2B experience is advantageous for this position.

Qualifications

• Minimum 2 years of experience in Customer Service, Customer Success, or Technical Support.
• B2B customer service experience is preferred.
• Candidates with an IT/technical background and customer service experience in B2B or B2C are welcome.
• Comfortable providing remote troubleshooting and technical guidance to customers.
• Able to communicate effectively with customers and internal teams.

Responsibilities

• Provide remote support and troubleshooting to customers facing issues with the POS system.
• Guide customers step-by-step through system issues via phone, chat, or other remote channels.
• Handle issues that cannot be resolved by the support team and escalate when needed.
• Act as the first point of contact / Level 1 Support for customer inquiries and system issues.
• Work closely with developers to communicate, follow up, and resolve problems.
• Collect and analyse customer feedback and feature requests; share insights with internal teams.
• Monitor customer support quality and improve support processes and experience.
• Lead and manage a remote customer support team to ensure timely assistance.

Skills

Customer Service

Technical Support

B2B Experience

Remote Troubleshooting

Communication

Tools

POS Systems

Job description

Oneness M&C Pte Ltd is seeking a capable Remote Customer Support professional to provide tier-1 assistance for customers using our POS platform. The role requires guiding users remotely, triaging issues, and coordinating with the development team to resolve complex problems.

Success depends on strong communication, problem-solving, and a proactive approach to collect user feedback. Prior experience in SaaS or IT products with B2B experience is advantageous for this position.