Head of Sales & Customer Service
Location: Singapore, Onsite Full time
Compensation: Up to S$10,000/month (dependent on experience) + 13th-month + up to 3 months bonus
Open to local and international candidates.
Who Are BullionStar
BullionStar is Singapore's leading precious metals dealer. We sell, buy back, store, and deliver physical gold, silver, and platinum to customers worldwide from first-time buyers to institutional investors. We operate a full-service showroom in Singapore, a comprehensive e-commerce platform, and vault storage facilities across multiple jurisdictions.
We are independently owned, founder-led, and intentionally lean. There are no layers of corporate bureaucracy here. Decisions are made quickly, everyone is close to the customer, and every person in the business has a direct impact on what we deliver. We've built our reputation on trust, transparency, and doing things properly not on marketing spend.
We're looking for people who are drawn to that kind of environment people who want ownership, not job titles, and who find energy in building something rather than maintaining something.
Why This Role Exists
BullionStar's reputation is built on trust, transparency, and the quality of every customer interaction. Our customers are not buying a commodity they are making a decision about where to store their wealth. That means every email, every call, every walk-in conversation matters.
We need someone who will run our customer service operation with precision and care accurate, efficient, consistently high quality while also beginning to build a genuine sales capability, something we haven't done formally before. This person won't inherit a playbook. They'll write it.
What You'll Own
Before anything else, you need to understand BullionStar our products, our customers, our processes, our industry. You'll immerse yourself in every customer-facing aspect of the business until you can handle any enquiry, any objection, any scenario independently and confidently. This comes first. Everything else builds on it.
- Run CS Operations Accurately and Efficiently - This is the core of the role day-to-day. You're responsible for the quality, accuracy, and speed of every customer interaction emails, calls, live chats, tickets. You'll monitor response quality, ensure information given to customers is correct and complete, and hold the team to a high standard on turnaround times. Mistakes in a business like ours wrong pricing, incorrect order details, unclear guidance on vault storage erode trust quickly. You'll build a culture where getting it right the first time is the expectation, not the exception.
- Teach and Elevate the Team - Once you know the business deeply, you'll transfer that knowledge to your team. You'll set the standard for how we communicate with customers the quality, the tone, the speed. You'll develop each person individually, understanding their strengths and pushing them to grow. The goal is a team that handles the majority of interactions at a consistently high level, without needing to escalate.
- Drive Efficiency and Automation - With the foundations in place, you'll turn your attention to making things faster, smarter, and more scalable. You'll identify where AI and technology can eliminate repetitive work, improve response times, and free the team to focus on higher-value interactions. You'll be hands-on with these tools testing, implementing, iterating.
- Build the Sales Function - This is new ground for BullionStar. You'll design how we approach high-value customer relationships, account management, and proactive outreach. You'll figure out what works by doing it yourself first, then build processes and structure around what proves effective.
- Be the Voice of the Customer - You'll represent the customer's perspective at the leadership table. When product, marketing, or operations decisions are being made, you'll bring the insight that only comes from being close to the customer every day.
Who We're Looking For
We care far more about who you are than what's on your CV. The right person for this role will have most or all of the following traits:
- Intelligent and curious. You pick things up fast, ask good questions, and think critically. You don't just follow processes you understand why they exist and how to make them better.
- Common sense. You can read a situation, make a sound call, and explain your reasoning. You don't need a policy for every scenario you use good judgement.
- Entrepreneurial. You've built something, run something, or been the person who made things happen when there was no roadmap. You thrive without handholding. We'd rather see someone who started a small business and navigated real challenges than someone with years of middle management experience at a large corporation.
- Hands-on leader. You lead by doing, not by delegating from a distance. You're on the floor, in the queue, handling the difficult conversations alongside your team.
- Aware and creative. You notice what others miss. You see patterns in customer behaviour, spot inefficiencies in processes, and come up with solutions that aren't obvious.
- Enthusiastic. BullionStar isn't just a job to you. You genuinely care about the business, the customers, and the team. You bring energy and you raise the standard just by being present. A genuine passion for gold and silver the products, the history, the market is extremely desirable.
- AI-forward. You see technology as a way to work smarter. You're willing to experiment with AI tools and integrate them into daily workflows not as a gimmick, but as a genuine force multiplier.
Formal qualifications matter far less to us than the traits above. If you have the intelligence, the drive, and the willingness to learn, you can succeed in this role regardless of your background.
What This Role Is Not
This is not a role where you manage from behind a desk, review dashboards, and attend meetings. If your instinct is to delegate rather than do, this isn't the right fit.
It's not a corporate middle-management position with established processes to maintain. You'll be building, improving, and sometimes starting from scratch. If you need structure handed to you, you'll struggle here.
It's not a role where compliance with the status quo is rewarded. We want someone who questions everything, challenges what doesn't work, and has the energy to drive change not someone who's comfortable keeping things ticking over.
