Support Operations Manager

About Propseller

In August 2022, Propseller raised US$12M in a Series A round led by Vertex Ventures, the VC arm of Temasek, the investment company owned by the Government of Singapore.

Propseller's mission is to help people build wealth through real estate. We're building an end-to-end real estate transaction platform, and towards that goal, we began by building a technology-powered real estate brokerage that delivers superior outcomes.

By elevating the most human part of the service with top in-house agents and industrialising all the rest with technology and centralised operations, we became Singapore's most-loved real estate agency with an average Google My Business rating of 4.8/5 (900+ reviews).

The next phase of the journey is to go from helping people sell their homes to becoming the No. 1 brand for people to move from one home to the next: sell, buy, and finance.

Find out more at: propseller.com/careers/

Role Description

Reporting directly to the CEO, the Support Manager is responsible for people and performance of the client success, and customer service teams (about 15 people).

At Propseller, Support is the operational engine behind an outstanding customer experience. As Support Manager, you will lead the teams responsible for client success, viewing scheduling, and administrative support, ensuring every customer interaction is smooth, responsive, impactful and professionally executed.

You will oversee a team spanning Client Success Managers, Customer Service Executives, and Virtual Assistants, helping buyers, sellers, and Real Estate Consultants navigate the property journey efficiently and confidently.

This role combines people management, operational coordination, and process improvement. You will work cross-functionally with Sales, and Product & Engineering to ensure our support experience scales alongside the business.

Duties & Responsibilities

Key Metrics you'll own:

• Percentage of deals activated on time
• Number of viewings confirmed
• Conversion rate from buyer enquiries to confirmed viewings
• CSAT.

People Leadership

• Manage and coach the Client Success, Customer Service, and Virtual Assistant teams (total of 15 people including 3 team leads)
• Set clear expectations, KPIs, and service standards
• Build a high-performance, customer-centric team culture
• Conduct regular performance reviews, coaching sessions, and team training.

Standards, Process & Tools Improvements

• Improve the quality, consistency, and efficiency of support operations across all customer touch points
• Identify operational bottlenecks and implement scalable process improvements
• Establish and maintain clear SOPs, QA standards, and service guidelines
• Partner with Product & Engineering team to improve tooling, automation, and operational visibility
• Foster a culture of accountability, operational excellence, and continuous improvement.

Ideal Candidate

This is a role for a highly structured operator and people leader who enjoys building teams, systems, and customer experiences that scale.

You are someone who naturally brings order to complexity. You are highly organised, process-driven, and obsessed with execution quality. You care deeply about customer experience and understand that operational excellence is often what creates trust, delight, and business performance.

You are both hands-on and strategic. You are comfortable managing day-to-day operational realities while continuously improving the systems, workflows, and tools behind them. You enjoy coaching people, raising standards, and creating accountability within teams.

You are product-minded and technology-driven. Rather than accepting inefficient workflows, you proactively identify opportunities to simplify, automate, and improve operations through better processes and tooling.

Most importantly, you are energized by building. You want to play a meaningful role in scaling a high-growth company and are excited by the opportunity to shape how a modern real estate platform operates behind the scenes.

Requirements

• 3+ years of experience in operations, customer support, client success, or service management roles in a technology-driven environment
• 1+ years of people management experience leading operational or customer-facing teams
• Strong organisational and operational management capabilities
• Excellent communication and stakeholder management skills
• Demonstrated ability to improve processes, implement standards, and drive operational efficiency
• Strong analytical and problem-solving abilities with a data-driven mindset
• Comfortable working cross-functionally with business, operations, and product teams
• Product-minded with an interest in systems, tooling, automation, and scalable operations
• Highly detail-oriented with strong execution and follow-through
• Experience in marketplaces, proptech, hospitality, logistics, or other operations-heavy businesses is a plus.

You Get

• Central office: Modern, high-ceiling office near Lavender, Bendemeer, and Farrer Park MRT
• Swimming pool and gym access: access to our office swimming pool and gym
• Cutting-edge equipment: MacBook Pro, Jabra headset, fully integrated CRM, and more
• Corporate health insurance: with HSBC Life, including hospitalization, general practitioners, TCMs, specialists and dental consultations
• Quarterly town halls: Quarterly town halls including company-wide physical gatherings
• Team lunch budget: Quarterly budget for team bonding lunches or dinners
• 50 amazing Professional Fire Makers as colleagues: Experience a fast-paced, innovative tech startup culture, collaborating with a team of talented and upbeat Sunshine colleagues who bring positivity and energy to work every day
• Impact: An opportunity to make an impact by guiding people through one of life's biggest financial decisions, buying or selling a home.

Recruiting Process

Ideal length: 2 weeks

If your application is selected:

1. Interview 1 (30 mins) - Video Call: Introductory call with our Talent Acquisition Specialist
2. Interview 2 (60 mins) - In Person: Discussion with our CEO
3. Interview 3 (90 mins) - In Person: Case presentation with members of our Leadership Team
4. Reference Check
5. Welcome aboard!

Compensation

S$5,000 - S$10,000 + Stock Options