Customer Experience Expert

2 weeks ago

Singapore beBeeCustomer Full time $180,000 - $210,000
Area Support Leader Job Description

We are seeking an experienced and skilled Area Support Leader to join our team. This is a challenging and rewarding role that requires strong leadership, communication, and problem-solving skills.

Key Responsibilities:
  • Coordinate crisis response during high-impact service incidents as the Incident Commander within their Area Crisis Coordination Group (CCG). Triage and coordinate between stakeholders, reducing confusion and instilling confidence during and after a crisis.
  • Consult with relevant teams and customers to drive systemic improvement in customer health and resiliency.
  • Develop and implement operational health improvement plans for selected customers and own actions to prevent recurrence.

The successful candidate will have experience in managing area executive escalations, restoring confidence with key customers, and participating in Root Cause Analysis (RCA) and Post Incident Reviews (PIR) for escalated events.

They will also provide consultative support for select customers, work with customer account teams to ensure architecture is resilient, and oversee end-to-end governance across business functions.

Requirements:
  • Strong leadership and communication skills.
  • Ability to analyze complex problems and develop effective solutions.
  • Experience in crisis management and coordination.
  • Knowledge of customer success and support processes.

As an Area Support Leader, you will be responsible for driving customer success and support initiatives across your area. You will work closely with cross-functional teams to identify and prioritize customer needs, develop and implement strategies to meet those needs, and measure and report on progress.

This is a unique opportunity to make a real impact on customer satisfaction and drive business growth. If you are a motivated and results-driven individual with a passion for customer success, we encourage you to apply.

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