Customer Service Team Lead

12 hours ago

Singapore beBeeOperations Full time
Job Description

We're seeking a driven and data-oriented individual to lead frontline operations and drive service excellence. This role combines team leadership, stakeholder collaboration, and process optimization to ensure smooth day-to-day operations and platform integrity.

The ideal candidate will have strong analytical and objective thinking skills, with the ability to be firm yet empathetic in their approach. They will also possess excellent communication, interpersonal, and presentation skills, with the ability to work effectively in a high-pressure, fast-paced environment.

As a Senior Customer Support Associate, you will be responsible for leading and supporting a team in handling driver enquiries, disputes, and matters, while driving performance to meet service and operational targets. You will handle escalated cases, ensuring timely and effective resolution, and utilize Excel/Google Sheet trackers to track operational data, analyze key metrics, and prepare weekly reports.

You will identify and implement process improvements to optimize service processes, reporting accuracy, and operational efficiency, and oversee the SOP guidelines to ensure they are reviewed and updated regularly. You will also partner with key stakeholders, including Legal, Marketing, and Business Development, to review and enhance platform Terms & Conditions.

Additionally, you will collaborate with the Anti-Fraud team to champion anti-fraud efforts and drive the implementation of effective fraud prevention strategies, coach and guide Driver Partners on policy breaches, and submit statutory incident reports to relevant authorities for Driver Partners who sustain injuries during operations.

Our ideal candidate will have:

  • Proficiency in Microsoft Excel/Google Sheet is a must
  • Minimum 3 years of relevant experience, with at least 1 year in a supervisory role
  • Analytical and objective thinker, able to be firm yet empathetic
  • Resilient with ambition to work in a high-pressure, fast-paced environment
  • Excellent communication, interpersonal, and presentation skills

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