Senior Customer Care Lead — Elevating Escalations & Team Excellence

Apple Inc.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology company is looking for a Senior Customer Service Team Leader in Singapore to inspire a dedicated team of specialists. In this role, you will enhance customer experiences and drive continuous improvement by leading a culture of excellence. Responsibilities include mentoring your team, managing complex customer issues with empathy, and leveraging insights for process enhancements. The ideal candidate has 3+ years of leadership experience in customer service, is fluent in English and Korean, and shows strong decision-making and analytical skills.

Qualifications

• 3+ years of leadership experience in customer service.
• Ability to foster a supportive, high-performing environment.
• Strong leadership skills promoting inclusivity and respect.
• Experience translating customer insights into process improvements.
• Proven decision-making abilities in ambiguous situations.
• Outstanding communication and interpersonal skills.
• Fluency in English and Korean.

Responsibilities

• Lead and develop a team of Senior Customer Service Specialists.
• Ensure all customer interactions are handled with empathy and professionalism.
• Monitor and analyze team performance against key metrics.
• Represent the customer’s voice in internal discussions.
• Contribute to knowledge base for continuous improvement.

Skills

Leadership

Coaching

Analytical skills

Problem-solving

Communication

Interpersonal skills

Fluent in English

Fluent in Korean

Job description

A leading technology company is looking for a Senior Customer Service Team Leader in Singapore to inspire a dedicated team of specialists. In this role, you will enhance customer experiences and drive continuous improvement by leading a culture of excellence. Responsibilities include mentoring your team, managing complex customer issues with empathy, and leveraging insights for process enhancements. The ideal candidate has 3+ years of leadership experience in customer service, is fluent in English and Korean, and shows strong decision-making and analytical skills.