Customer Operations Lead

Duties:

• Provide daily operational, planning, and administrative support to the Head of Operations and Customer Service

• Contribute to the development, implementation, and continuous improvement of customer service policies, processes, and SOPs to ensure consistent service standards

• Monitor and assess operational performance, identify service gaps, and propose improvement initiatives

• Prepare reports, presentations, and operational documents for management review and decision-making

• Lead, coach, and supervise a team of Customer Service Trainers to ensure effective onboarding and continuous capability development

• Conduct regular check-ins, performance reviews, and coaching sessions to enhance team effectiveness

• Support manpower planning, scheduling, and deployment in collaboration with the department head

• Foster a positive, accountable, and customer-centric service culture within the team

• Plan and execute customer service training programmes across operational systems and service processes

• Ensure training materials are up to date and aligned with operational requirements and system enhancements

• Observe frontline service delivery and provide real-time coaching and corrective feedback where required

• Support initiatives aimed at improving customer satisfaction, service recovery, and overall service quality

Requirements:

• Minimum 3-5 years of customer operations experience, with hands-on frontline exposure.

• Proven experience in a supervisory or people management role.

Interested Applicants, please click Apply Now

Chow Zi Qing
R2199258
Revup Proservices Pte Ltd
EA.24C2366