About EPOS
Backed by Ant International, EPOS is a leading Point-of-Sale (POS) and digital payment solutions provider empowering businesses to digitalize their operations. Our solutions include POS systems, Soundbox devices, and Payment Terminals, helping SMEs in F&B and Retail streamline operations and accelerate growth.
As part of our expansion in Singapore, we are looking for a Customer Service Supervisor (Operations & Deployment) to lead our CS team in delivering seamless merchant onboarding, POS deployment, and operational support.
Role Summary
The Customer Service Supervisor will manage a team of CS Executives and Technicians to ensure efficient deployment, installation, and post-sales support for merchants. This role requires a hands-on leader who can optimize operational workflows, oversee client deployments, and maintain service excellence.
Key Responsibilities
Team Leadership & Supervision
- Lead and mentor the Customer Service & Deployment team (onsite and backend)
- Monitor team performance, set KPIs, and provide coaching for service excellence
- Plan schedules and resources for POS and Soundbox deployments
Operations & Deployment Management
- Oversee merchant onboarding, device configuration, and site installations
- Ensure timely and smooth deployment of POS and payment terminals
- Coordinate with Sales and Technical teams for seamless handover and client satisfaction
Customer Support & Issue Resolution
- Act as the escalation point for complex customer issues and resolve them efficiently
- Implement process improvements to reduce repetitive support tickets
- Maintain high customer satisfaction scores
Reporting & Process Improvement
- Prepare weekly and monthly reports on deployment status and team performance
- Review workflows to improve efficiency and reduce deployment lead times
- Support management in optimizing operational procedures and SOPs
Requirements
- Diploma/Degree in Business, Operations, IT, or related fields
- 35 years of experience in customer service, operations, or deployment, with at least 12 years in a supervisory role
- Experience in POS, payment terminals, or IT hardware deployment is a strong plus
- Strong leadership, problem-solving, and organizational skills
- Excellent communication skills and ability to manage cross-functional teams
- Hands-on, detail-oriented, and able to thrive in a fast-paced environment
