Senior Customer Service Lead, Retail Customer Care

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

Summary

At Apple, we believe in creating experiences that delight our customers at every touchpoint. We’re looking for a dynamic and empathy Senior Customer Service Team Leader to inspire and guide a specialized team of Senior Customer Service Specialists dedicated to providing world‑class support for our Apple Store Online and Retail customers.

Description

In this pivotal role, you will be at the forefront of ensuring exceptional customer experiences by leading a specialized team dedicated to resolving complex escalations and providing expert guidance to our Senior Customer Service Specialists. You'll empower your team to navigate challenging situations, recover customer trust, and drive timely, effective resolutions. Beyond day‑to‑day operations, you'll champion team well‑being, foster a high‑performance culture, and leverage insights from customer interactions to identify systemic issues and drive impactful process improvements that elevate our overall service delivery.

Responsibilities

• Lead, coach, mentor and develop a team of Senior Customer Service Specialists, fostering a culture of excellence, accountability, and continuous improvement.
• Champion team well‑being, promote a positive and supportive work environment.
• Conduct regular 1:1 meeting, daily team huddle, weekly team meeting, bi‑annual performance review conversations, and provide constructive feedback to enhance individual and team performance.
• Act as the primary point of contact and subject matter expert for projects and high‑priority and complex customer escalations.
• Oversee the team’s handling of complex cases, providing direct support, guidance, and approval for exceptional solutions or policy deviations when necessary.
• Ensure all customer interactions are handled with empathy, professionalism, and a focus on delivering outstanding service.
• Monitor and analyze team performance against key metrics, including adherence to service level agreements (SLAs), resolution time, and customer satisfaction.
• Actively listen to and analyze insights gathered from complex escalations and specialist consultations to identify recurring issues, systemic problems, and areas for process improvement.
• Contribute to knowledge base and internal documentation, ensuring specialists have access to up‑to‑date information and resources.
• Maintain effective communication channels with internal stakeholders regarding critical customer issues, trends, and resolutions.
• Represent the customer’s voice in internal discussions, advocating for improvements that enhance the overall customer experience.

Minimum Qualifications

• Minimum 3 years of leadership experience managing a customer service team, with a strong emphasis on coaching, mentoring, and performance development
• Demonstrated ability to foster a positive, supportive, and high‑performing team environment, prioritizing team well‑being and engagement
• Strong inclusive leadership skills, including the ability to create a respectful, equitable and safe environment where all voices are valued
• Proven track record in identifying and translating insights from customer interactions into impactful process improvements
• Superior analytical and problem‑solving abilities
• Experience in process re‑engineering and project management
• Demonstrated ability to make sound, consistent decisions that balances customer experiences while protecting organization’s interests and policies. Capacity to navigate ambiguity and provide clear direction
• Outstanding communication and interpersonal skill
• Fluent in English and Korean to support the language specific market
• May require working non‑standard business hours such as evenings and weekends

Preferred Qualifications

• Experience in e‑commerce is highly desirable

Apple is an equal opportunity employer that is committed to inclusion and diversity. Apple provides reasonable accommodations to applicants with disabilities and in accordance with local requirements. Apple is a drug‑free workplace.