Support Operations Lead: Customer Growth & Experience

arkclub international management pte. ltd.; Singapore; On-site; SGD 78,000 - 112,000; Full time

Job summary

ARKCLUB (BGM) is seeking a Customer Service Manager to oversee day-to-day support operations and lead a growing team of customer service representatives. You will define strategies to improve customer satisfaction, retention, and loyalty, acting as the voice of the customer to collaborate with product, sales, and operations teams.

You will monitor KPIs, manage scheduling, and develop SOPs and knowledge base articles to elevate the customer journey while handling escalations with professionalism.

Qualifications

• 3–5+ years in customer service with at least 3–5 years in a supervisory or management role.
• Exceptional written and verbal communication skills with a strong customer-first mindset.
• Experience with modern helpdesk/CRM software such as Zendesk, Interforce, Salesforce, HubSpot, or similar tools.

Responsibilities

• Lead, mentor, and coach a team of customer service representatives with regular 1-on-1s and performance reviews.
• Monitor daily support queues, manage scheduling, and optimize workflows for fast, empathetic resolution.
• Track KPIs (CSAT, FRT, average resolution time, churn) and present reports to senior management.
• Develop and update SOPs, knowledge base articles, and support policies.
• Handle high-priority escalations with calm, professional, solution-oriented approach.

Skills

Leadership

Communication

Data analysis

Problem solving

Crisis management

Tools

Zendesk

Interforce

Salesforce

HubSpot

Job description

ARKCLUB (BGM) is seeking a Customer Service Manager to oversee day-to-day support operations and lead a growing team of customer service representatives. You will define strategies to improve customer satisfaction, retention, and loyalty, acting as the voice of the customer to collaborate with product, sales, and operations teams.

You will monitor KPIs, manage scheduling, and develop SOPs and knowledge base articles to elevate the customer journey while handling escalations with professionalism.