Customer Success Management Associate

1 week ago

Singapur, Singapore The Pique Lab Full time
About The Pique Lab

We're a dynamic team at The Pique Lab, dedicated to creating the best Math & Science learning experience for students aged 9 to 16 in Singapore. Our lessons are meticulously crafted based on pedagogical research and data-driven methodologies, with a single goal: to make learning fun, shorten learning curves, and help students develop a genuine appreciation for Math & Science.

With a decade of growth, we've expanded from a pair of co-founders to a diverse team of over 100 members across 10 departments. Our proprietary learning methodology and examination-centric materials have helped more than 20,000 students ace their examinations.

We're headquartered in Singapore, with remote teams in China, India, Malaysia, and the Philippines. Our open, fast-paced, and flat organisational structure values every team member for their skills and competencies, not just their job titles.

Your Role

We're seeking a curious and resourceful Customer Success Management Associate who wants to master a wide variety of customer relations functions and manage a team by the end of our Customer Success Management Programme.

As our Customer Success Management Associate, you'll be a key team player in our strong-knit Customer Care team, with ample career progression opportunities to help shape a service culture you can take pride in.

Key Responsibilities

Our Customer Success Management Associate will be involved in three key growth areas:

Customer Management Superstar

  • Develop a deep understanding of our courses to make appropriate recommendations to our customers.
  • Deliver personalised and enjoyable brand experiences through our various communication channels and at our centres.

Operations Extraordinaire

  • Assist with critical customer success operational tasks, such as collecting fee payments, arranging replacement lessons, and troubleshooting technical difficulties during online classes.
  • Support the Customer Care team in essential administrative activities, including receiving courier deliveries, updating class schedules, fulfilling e-commerce orders, and ensuring our pantries are always well-stocked.

Crisis Communications Champion

  • Resolve escalated customer issues effectively, using your understanding of our internal processes, policies, and customer requests.
  • Analyse and establish root causes of common and unique customer-related issues and solutions, coordinating with different teams to propose viable, customer-centric solutions and document these scenarios for training purposes.

Stretch Goal: Brand Experience Architect

Once we unlock certain growth targets together, you'll have the opportunity to work alongside our management and lead the Customer Care team in improving our customer experiences at scale.

As a stretch goal, you may get to propose strategic improvements to optimise brand experience, gather meaningful data-driven insights, and establish and track key performance indicators (KPIs) and service level requirements.

What We Offer

We're committed to providing a supportive and dynamic work environment, with opportunities for growth and development. Our benefits include:

  • Market Competitive Remuneration Starting From S$3,300 to S$4,000/month
  • Annual Performance Bonus (... up to 3 months bonus for outstanding performers)
  • Mentorship, Hands-on Process Improvements & Regular Feedback
  • Medical, Dental & Vision Benefits
  • Technology Benefits
  • Up to 16 Days of Paid Vacation Leaves
  • Paid Birthday Leave
  • Paid Marriage Leaves
  • Paid Compassionate Leaves
  • Time-Off From Work For Errands
  • Wellness Breaks
  • Fully-Stocked Pantry
  • Free Meals on selected school holidays & weekends
  • Company Socials (On top of team socials)
Work Information

We're located at 1 Selegie Road, #07-01, GR.iD, Singapore 188306 (Nearest MRT: DT21: Bencoolen MRT & CC1/NE6/NS24: Dhoby Ghaut MRT). Our working arrangement is fully onsite, with a 5-day work week and 40-hour workweek.

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