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About the role
We are looking for a Customer Care Manager (Assistant Manager) who is both a hands-on operator and systems thinker to lead and optimize our customer care function.
You will manage a team of 10 agents while continuously improving how we operate from response quality and tools automation. This role is not just about maintaining service levels, but about identifying gaps, driving efficiency, and scaling customer experience through systems and structure.
You will work directly with the business lead and play a key role in shaping how customer care evolves as a high-performing, responsive, and customer-obsessed function.
Key Responsibilities
1. Team Management & Operational Excellence
Manage and oversee daily operations of member customer care team
Ensure consistent performance across key service metrics (e.g. response time, resolution time, quality)
Provide hands-on guidance, coaching, and real-time problem solving when needed
2. Process Optimization & Efficiency
Identify gaps in current workflows and implement improvements (processes/ tools) to increase efficiency and consistency
Design, refine, and enforce SOPs to standardize responses and reduce operational friction
Work closely with internal stakeholders to implement new tools or enhancements
3. Channel Expansion
Oversee existing email support channel and lead the rollout of new customer care channels (e.g. live chat)
Ensure new channels are operationally sound, efficient, and aligned with service standards
3. Customer Experience & Problem Solving
Act as a key escalation point for complex customer issues
Ensure responses are not only accurate but also customer-centric and solution-oriented
Requirements
36 years of experience in customer operations, with proven experience managing and stabilizing a frontline team
Demonstrated ability to drive team performance, enforce accountability, and maintain operational discipline in a high-volume environment
Strong hands-on operator willing to be involved in day-to-day execution, escalation handling, and team follow-ups
Experience in process improvement and workflow optimization, with a practical (not theoretical) approach
Strong judgment in identifying gaps in operations and taking decisive action to resolve issues quickly
Comfortable working in a flat structure with high ownership and minimal layers of management
High level of ownership, resilience, and consistency in follow-through
Familiarity with customer service tools (e.g. Zendesk, Intercom, Freshdesk or similar)
Experience implementing automation, workflows, or chatbot solutions
Exposure to setting up or scaling new support channels (e.g. live chat)
Experience working in lean teams or startup environments
StarHub Limited, most commonly known as just Starhub, is a Singaporean multinational telecommunications conglomerate and one of the major telcos operating in the country. Founded in 1998, it is listed on the Singapore Exchange (SGX).
Job ID: 146542531
