[What the role is]
The Customer Innovation (CI) Division drives the development and operationalisation of digital platforms that connect and support Singapore enterprises. This role sits within a small, focused team responsible for ensuring platform readiness and smooth day-to-day operations as new products go live.
[What you will be working on]
This portfolio plays a key part in supporting the successful launch and ongoing operations of a new digital platform serving Singapore enterprises.
Helpdesk & Operations Setup
- You will design and document end-to-end helpdesk workflows, including ticket categorisation, escalation paths, response templates, and resolution timeframes
- Develop standard operating procedures (SOPs) for common support scenarios and incident management
- Establish service level agreements (SLAs) and key performance indicators (KPIs) for support team response times
- Develop incident response procedures for various platform scenarios
Documentation, Content & Knowledge Management
- Support the Platform Administrator in developing comprehensive FAQ documentation covering platform features, common issues, and troubleshooting guides
- Create and maintain user guides for different user roles and permission levels
- Build and maintain a knowledge base of solutions for recurring issues
- Develop training materials and conduct briefings to internal stakeholders managing enterprise touchpoints for a seamless enterprise experience
- Coordinate with product teams, subject matter experts, and business units to gather platform-related content and requirements
- Facilitate content review sessions to ensure stakeholders validate the accuracy and completeness of documentation
- Maintain content update schedules and version control for all platform documentation
- Create templates and guidelines for stakeholders to submit platform-related information
- Establish review and approval workflows for content updates from various departments
Platform Health Monitoring
- Support the Platform Lead in implementing monitoring tools and dashboards to track platform performance metrics
- Monitor platform performance and functionality, identifying and reporting any issues or anomalies
Contact & Stakeholder Management
- Assist with the onboarding and offboarding of contacts (e.g. service providers, government agencies, and business associations) from various business units
- Develop and manage an enquiry dashboard for tracking and reporting purposes, ensuring the contact database is updated, accurate, and relevant
- Coordinate the reporting by contacts on their engagement status
- Handle and resolve platform-related queries from companies and contacts
[What we are looking for]
What You'll Be Using And Applying
- Experience in technical support, platform operations, or a related field, with at least 2 years in a relevant role
- Ability to design and document operational workflows, SOPs, and helpdesk processes with clarity and rigour
- Skilled in translating technical concepts and platform functionality into clear, accessible documentation for varied audiences
- Experience developing monitoring frameworks, tracking performance metrics, and using data to surface operational insights, with proficiency in Microsoft Excel or SQL preferred
- Strong project coordination skills, with the ability to manage multiple content streams, stakeholder inputs, and documentation workstreams concurrently
- Degree in any discipline, or equivalent work experience
How We Work Together
We value individuals who demonstrate our CoRE values – collaborating effectively across teams, engaging others with respect, acting with courage to speak up and make decisions, and being enterprising in taking ownership, learning continuously, and driving outcomes in a dynamic environment.
