Company Description
Send is a community-first tech startup dedicated to building smart and inclusive solutions tailored for everyday businesses. With platforms such as SendFood, SendLive, and SendSocial, Send strives to empower local communities and bridge the gap between tradition and technology. Guided by its principlesCommunity, Craft, Care, and Curiositythe company is committed to creating digital tools that are accessible, culturally relevant, and impactful. Send fosters innovation and collaboration, with a mission to shape a smarter, more connected future for food, commerce, and communities.
Role Description
This is a full-time, on-site role in Singapore for a Customer Support Manager reporting to the CX & Operations Manager. You will be hands-on in managing customer enquiries end-to-end across WhatsApp/chat/email, while supporting the setup and continuous improvement of support operations. You will work closely with the CX & Operations Manager to co-build key processes (QA standards, resolution SOPs, playbooks, and escalation flows) and execute them consistently. As the team scales, you will progressively take on responsibility for coaching and managing junior support staff, while partnering with Product/Engineering to resolve issues and improve the overall customer experience.
Key Responsibilities
A) Frontline support
- Handle all customer enquiries end-to-end across WhatsApp/chat/email, including troubleshooting, follow-ups, and resolution.
- Maintain high response quality: clear writing, accurate information, professional tone, and clear next steps/timelines.
- Apply empathetic communication in every interaction: acknowledge, apologise for impact, take ownership, and set expectations.
B) Support ops setup & continuous improvement
- Co-build and continuously improve QA standards, resolution SOPs, playbooks, macros, and escalation rules.
- Ensure day-to-day execution follows the agreed SOPs and QA standards; flag gaps and propose improvements.
- Log and tag enquiries accurately; track recurring issues and sentiment trends; share insights to improve product and operations.
C) Cross-functional collaboration
- Work with Product/Engineering to reproduce issues, file clear bug reports, track fixes, and keep customers updated.
- Support customer communication during incidents/outages with aligned messaging and timely updates.
D) Team growth & leadership
- As the team grows, train, coach, and manage junior support staff (QA reviews, knowledge sharing, performance support, shift coverage).
- Help set team routines (stand-ups, ticket reviews, weekly reporting) to maintain service quality as volume scales.
Qualifications
- Strong customer support experience with excellent written communication and a calm, empathetic tone.
- Proven ability to handle enquiries hands-on, manage escalation, and deliver clear resolutions.
- Comfortable working with Product/Engineering on technical issues (bug reproduction, structured reporting).
- Analytical and process-driven: able to use ticket data to improve SOPs, QA, and customer journey outcomes.
- Leadership potential: confident to mentor and manage junior staff as the team expands.
- Familiar with CRM/helpdesk tools (e.g., Salesforce/Zendesk/Freshdesk/Intercom/HubSpot) is a plus.
- Startup experience is a bonus (fast pace, ambiguity, strong ownership mindset).
