Senior Customer Support Manager - Global Operations(Hybrid)

AgeMate; Singapore; Hybrid; SGD 67,000 - 78,000; Full time

Benefits offered by this job

Company-provided laptop

20 days annual leave

Flexible hybrid - work from home

WFH setup allowance

Job summary

AgeMate, a fast-growing Singapore-based supplement brand, seeks a Customer Support Manager to lead day-to-day operations across ticketing, social, and support analytics. You will manage people, processes and escalations while driving scalable growth and customer satisfaction.

You’ll work closely with Supply Chain, Logistics, and cross-functional teams to optimize workflows, reporting and performance — balancing hands-on involvement with strategic leadership in a hybrid Singapore role.

Qualifications

• 5+ years' experience in Customer Support, Customer Service or Customer Operations.
• 2-3+ years' experience as a Customer Support Manager or in a similar management role.
• Hands-on experience with Shopify.
• Experience with subscription-based businesses and subscription management platforms.
• Experience working with 3PLs, fulfilment partners and logistics teams.
• Experience managing customer support teams, including Team Leads or supervisors.
• Strong understanding of customer support KPIs, queue management and operational performance.
• Experience with workforce planning, rostering and escalations.
• Strong analytical and reporting skills, able to identify trends and drive improvements.
• Strong written and verbal communication skills.

Responsibilities

• Lead the day-to-day customer support operation and support Team Leads.
• Monitor ticket volumes, backlogs, response times, CSAT and performance.
• Own workforce planning, rostering and coverage across markets and time zones.
• Manage complex customer and operational escalations.
• Identify performance gaps and recurring issues for improvement.
• Analyse support data and provide clear operational reporting.
• Improve workflows and team efficiency; ensure platforms are used effectively.
• Oversee orders, subscriptions, returns, refunds and payment issues.

Skills

Leadership

Data analysis

Workforce planning

KPIs & performance

Communication

Tools

Shopify

Gorgias

Subscription platforms

3PL coordination

Job description

AgeMate, a fast-growing Singapore-based supplement brand, seeks a Customer Support Manager to lead day-to-day operations across ticketing, social, and support analytics. You will manage people, processes and escalations while driving scalable growth and customer satisfaction.

You’ll work closely with Supply Chain, Logistics, and cross-functional teams to optimize workflows, reporting and performance — balancing hands-on involvement with strategic leadership in a hybrid Singapore role.