Customer Service Manager

The Role You’ll take ownership of the end-to-end customer service function for TridentAir, managing a team spanning customer service, e-commerce support, on-site technical service, and tech support. You’ll be responsible for service quality, team performance, and ensuring a consistent, high-standard customer experience across every touchpoint. Key Responsibilities • Oversee and manage the day-to-day operations of the Customer Service team, including case handling, escalations, and resolution timelines • Supervise e-commerce platform customer service (e.g., Shopee, Lazada, company website) — ensuring timely responses, order support, and platform performance metrics are met • Manage the on-site service team, coordinating installation, maintenance, and repair appointments with customers and ensuring service quality standards are upheld • Oversee the tech support team, ensuring product troubleshooting, warranty claims, and technical inquiries are handled efficiently and accurately • Set and monitor KPIs across all customer-facing teams (response time, resolution time, CSAT, platform ratings) • Develop and refine SOPs for customer service, on-site service, and tech support to ensure consistency and scalability • Handle escalated or complex customer complaints, ensuring fair and effective resolution • Train, coach, and manage performance of team leads and staff across all four functions • Coordinate with marketing, product, and operations teams to relay customer feedback and improve products/processes • Prepare regular reports on service metrics, recurring issues, and improvement initiatives for management • Manage manpower planning, scheduling, and workload distribution across teams What We’re Looking For • 4–7 years of experience in customer service management, with at least 1–2 years in a supervisory/managerial capacity • Experience managing multi-channel customer service operations, ideally including e-commerce platforms • Experience overseeing field/on-site service teams and/or technical support functions is a strong plus • Strong leadership skills with a track record of managing and developing teams • Data-driven — comfortable tracking KPIs and using metrics to drive service improvements • Excellent problem-solving and conflict-resolution skills, especially for escalated complaints • Strong communication skills, both with customers and cross-functional teams • Experience in consumer electronics, home appliances, or FMCG customer service is an advantage • Diploma/Degree in Business Administration, Operations Management, or related field What We Offer • A leadership role shaping the full customer experience for a growing Singapore-founded brand • Direct collaboration with the founding team and cross-functional departments • Opportunity to build and scale processes as the company expands regionally • Competitive salary commensurate with experience