About the Role
If you're someone who loves people, thrives in a fast-paced environment and takes pride in delivering exceptional service we'd love to meet you.
At Mokara, we're a high-performing, close-knit team that believes in putting families and children at the heart of everything we do. We're looking for a Customer Experience Assistant Manager who is warm, confident and driven to be their best self every day. You'll connect with families, guide parents through their child's journey with us, and ensure every visit from check-in to goodbye reflects the care, professionalism and excellence that define Mokara.
The Assistant Manager / Senior Customer Experience role is a leadership position responsible for overseeing daily front-of-house operations, guiding the customer service team, and ensuring all customer communications and Zendesk ticket workflows are managed accurately, promptly, and professionally.
This role serves as the bridge between frontline staff and management, ensuring service standards are upheld, issues are resolved efficiently, and customers receive timely, clear, and consistent communication across all channels.
The ideal candidate is service-driven, structured, digitally confident, and comfortable leading people while remaining hands-on during peak operational hours.
Key Responsibilities
Customer Experience Leadership & Front Desk Operations
- Act as the senior point of contact at the front desk, modelling service excellence and professionalism
- Ensure a welcoming, calm, and organised reception environment always
- Oversee daily customer interactions (walk-ins, Zendesk: phone, WhatsApp, email)
- Handle escalated customer issues, ensuring fair, timely, and empathetic resolution
- Maintain strong relationships with parents and guardians through proactive communication
- Ensure consistent service standards across all shifts and team members
Programme Coordination & Enrolment Support
- Support enrolment conversations for classes, camps, and/or workshops
- Guide parents on programme structure, progression pathways, and policies
- Collaborate closely with coaches, floor coordinators, operations, and management teams for classes, camps, and/or workshops
- Follow up on leads, waitlists, and trial-to-enrolment conversions
- Ensure accurate updates of student records and customer profiles
Operations (Compliance and Adminstration)
- Ensure accurate check-in/check-out and attendance tracking for child safety
- Uphold data protection, confidentiality, and PDPA compliance
- Maintain SOPs related to front desk operations and customer communication
Team Supervision & Coaching
- Support the Customer Experience Manager in supervising and guiding the customer service team
- Mentor Customer Experience Associates on service quality, systems usage, and communication standards
- Support on-the-job training, refreshers, and SOP reinforcement
- Provide feedback on staff performance, service gaps, and training needs
- Step in operationally during peak hours, staff shortages, or high-volume periods
- Foster a collaborative, accountable, and customer-focused team culture
Zendesk & Customer Ticket Management (Core Ownership)
- Own and manage Zendesk ticket workflows, ensuring:
- Tickets are categorised correctly
- Response SLAs are met
- Follow-ups are completed and documented
- Tickets are closed accurately and professionally
- Review and monitor open, pending, and overdue tickets daily
- Ensure consistency in tone, accuracy, and professionalism of written responses
- Identify recurring issues and flag trends to management for process improvement
- Work with management to refine macros, workflows, and escalation paths
- Ensure customer records, conversations, and resolutions are properly logged
About You
- Minimum 35 years of customer service experience, with at least 12 years in a senior, lead, or supervisory role
- Strong experience handling escalations and complex customer cases
- Comfortable owning customer ticketing systems (Zendesk or similar CRM)
- Strong written and verbal communication skills
- Detail-oriented, structured, and process-driven
- Calm, confident, and professional under pressure
- Able to balance leadership responsibilities with hands-on operational work
- Diploma or Degree in Business, Hospitality, Communications, Education, or related fields (preferred)
- Training in customer service, leadership, or service excellence is an advantage
- Proficiency in CRM systems, ticketing platforms, and Microsoft/Google Workspace
- Able to work shifts, weekends, and selected public holidays
- Willing to support operational needs during peak periods and events
