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Open nowPosted 2 days ago

Customer Service Manager

MyCareersFuture91,045 open roles

Pay
SGD 4,000 – SGD 7,800 a month
Where
Central, Singapore
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Your applicationOpen nowCustomer Service ManagerMyCareersFuture · Central, Singapore

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on MyCareersFuture's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market. MyCareersFuture postings stay open a median of 1 days.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 2 days ago

MyCareersFuture median: 1 days open

The posting

About Us

At ARKCLUB (BGM), we are dedicated to delivering exceptional experiences to our customers. We believe that world-class support is the backbone of our growth, and we are looking for a passionate Customer Service Manager to lead, inspire, and elevate our customer support team to new heights.

Role Overview

As our Customer Service Manager, you will oversee day-to-day support operations, lead a growing team of customer service representatives, and define strategies to improve customer satisfaction, retention, and loyalty. You’ll act as the voice of the customer internally, collaborating with product, sales, and operations teams to resolve friction points and continuously improve the customer journey.

Key Responsibilities

  • Team Leadership: Lead, mentor, and coach a team of customer service representatives, conducting regular 1-on-1s, performance reviews, and continuous training.
  • Operational Excellence: Monitor daily support queues, manage scheduling, and optimize workflows to ensure fast, empathetic, and accurate issue resolution.
  • Metrics & Reporting: Track key performance indicators (KPIs) such as CSAT (Customer Satisfaction), First Response Time (FRT), Average Resolution Time, and Churn Rate; present regular reports to senior management.
  • Process Improvement: Develop, implement, and update standard operating procedures (SOPs), knowledge base articles, and support policies.
  • Escalation Management: Handle high-priority or complex customer escalations with a calm, professional, and solution-oriented approach.

What We’re Looking For

  • Experience: [3-5+] years of experience in customer service, with at least 3-5 years in a supervisory or management role (experience in SaaS, e-commerce, or tech is a plus).
  • Communication: Exceptional written and verbal communication skills with a strong customer-first mindset.
  • Tech-Savvy: Proficiency with modern helpdesk and CRM software (e.g., Zendesk, Interforce, Salesforce, HubSpot, or similar tools).
  • Data-Driven: Demonstrated ability to analyze support metrics, identify operational bottlenecks, and translate data into actionable improvements.
  • Problem Solver: Exceptional crisis-management and conflict-resolution skills, remaining calm under pressure.
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