Customer Service AI Operator

WHAT THIS ROLE ACTUALLY IS

You will be the person who turns a busy, reactive customer service operation into a system that runs on rules instead of mood.

Homeone Group installs and services water heaters, gas systems, aircon, electrical, and plumbing across Singapore. Our technicians run over a hundred jobs a week. Every single job generates customer communication - enquiries, scheduling, follow-ups, complaints, warranty questions. Right now, what gets handled first depends on who sees it first. Cases fall through gaps. Priority is set by whatever lands on top of the pile, not by what actually matters.

Your job is to fix that. Not by working harder at the same broken process, but by building an AI-driven system that catches everything, sorts by priority, and routes each case to the right action - automatically, consistently, every time.

You will start by doing customer service the old-school way - answering calls, handling enquiries, dealing with complaints face to face. This is not busywork. It is how you learn what the AI system needs to do. You cannot automate what you have not done yourself. Once you understand the operation from the inside, your job shifts to building the machine that makes it predictable.

WHY THIS ROLE EXISTS - AND WHY IT MATTERS FOR YOUR CAREER

Every large company - banks, tech firms, telcos - is right now asking their existing customer service staff to help train AI systems that will eventually do their jobs. The staff train the AI. The AI replaces the staff. That is the current model.

This role inverts that. You are not training AI to replace you. You are becoming the person who controls the AI - the operator who builds, tunes, and improves the system. That is the skill set every company will need and almost nobody currently has: someone who understands both the domain (what customers actually need) and the system (how to make AI handle it reliably).

In two years, you will have live implementation experience that most people your age - including those at larger companies - simply cannot get. They are using AI tools someone else built. You will have built the tools yourself.

WHAT YOU WILL DO

• Map the entire customer service flow end to end: where enquiries arrive, how they are currently handled, what gets missed, what takes too long
• Sit with experienced operations staff and extract the rules they use instinctively - the judgment calls that are currently in people's heads, not written down
• Build AI workflows that triage, prioritise, and route customer cases automatically - using tools like Respond.io, ChatGPT, Claude, and whatever works
• Monitor system performance daily: what is the AI handling well, what is it getting wrong, what rules need adjusting
• Handle the cases the AI flags as exceptions - the 20% that need a human read
• Report weekly on coverage, response times, and gap patterns
• Continuously improve the system - every week should be better than the last

WHAT WE ARE LOOKING FOR

Fresh graduates are welcome. Career changers with the right instinct are welcome. We will train on the technical side from zero.

No customer service background is required. What we cannot teach is this:

Systematic thinking. You see a messy process and your first instinct is to understand its structure - not just do it faster.

Curiosity about how people make decisions. When an experienced person handles something instinctively, you want to know why they did it that way - not just what they did.

Comfortable being wrong. You can build a first draft that is wrong and fix it. You do not need external validation that an article or system is good before publishing it. You need it to be accurate and functional.

Fast and self-directed. The operation does not wait. Problems from today are stale by next week.

ON AI USE

This role requires daily, heavy use of AI tools - ChatGPT, Claude, Respond.io, or whatever gets the job done. We expect you to use AI to research, structure, automate, and draft. What we expect you to add is judgment: knowing what the right question is, catching when the AI output is wrong, and making the system smarter over time.

If you have never seriously used AI tooling, this is not a barrier. If you are afraid of it or dismissive of it, this is not the role for you at this stage.

If you have used AI tools and already know their limits, we want to hear from you.

For candidates who want to go deeper: We use Claude Code - Anthropic's command-line AI coding tool - in our operations. If you are keen to learn it, we will teach you. This is not a requirement for the role, but it is a fast track to building automation workflows at a level most people only read about. Few companies offer this exposure to entry-level hires.

If you have interest or skills in graphic design, video editing, or content creation - these will be put to real use here. Our marketing and content team produces daily material across multiple platforms, and we value people who can contribute across functions, not just within a single job description.

WHAT HOMEONE WILL PROVIDE

• Full training on AI tools, customer service systems, and our operating processes - you will learn by doing, not by sitting in a classroom
• Direct access to experienced operations staff who will be your domain knowledge source
• A live operating environment where your work goes into production - not a sandbox, not a simulation
• Permission to make mistakes. Our culture is to learn by doing. If you are not making mistakes, you are not building fast enough.
• Clear editorial direction from the owner on what matters and why

WHAT WILL NOT WORK HERE

This role is not suited to:

• People who need to be told exactly what to do each morning - you will need to figure out what matters most and act on it
• People who are uncomfortable with AI tools or believe they are a passing trend
• People who need a large team or corporate structure around them to feel productive
• People who treat customer service as a holding pattern until a real job comes along - this is the real job

ROLE TITLE AND COMPENSATION

Job Title: Customer Service AI Operator

Salary Range: SGD 3,200 - 3,800/month (experience-dependent)

Employment Type: Full-Time, Permanent

Location: Homeone Office at 2 Kallang Pudding Road

HOW TO APPLY

Send your application to [Confidential Information] with the subject line: Customer Service AI Operator Application

Include the following - nothing more, nothing less:

• A short note (200-400 words) on why this role and why now - be specific, not generic
• One example of a time you took a messy or unclear situation and created order from it - work, school, personal, anything counts
• Your current or most recent AI tool stack - what you use and how
• Your LinkedIn profile or a brief work history