Lead Customer Support Specialist

We are sourcing on behalf of a leading entertainment company based in Singapore that produces and distributes original content across digital, broadcast, and live platforms. Known for its fast-paced environment and strong regional influence, the company is at the forefront of Southeast Asia’s media and entertainment scene. This is an exciting opportunity to join a creative and collaborative team that’s shaping the future of content across the region.
Overview
The Lead Customer Support Specialist is a senior-level role responsible for overseeing and delivering exceptional customer service experiences in a remote capacity for a client in Singapore\'s dynamic entertainment industry. This position focuses on managing complex customer inquiries, mentoring support team members, and ensuring the highest standards of satisfaction and communication. The role has a significant impact on customer retention, brand reputation, and the seamless delivery of entertainment services to a diverse clientele.
Key Responsibilities
Lead the remote customer support team by providing guidance, coaching, and performance feedback to ensure consistent, high-quality service delivery.
Handle escalated and complex customer inquiries or complaints, utilizing advanced problem-solving skills to deliver timely and effective resolutions.
Develop and implement customer support protocols, scripts, and best practices tailored to the entertainment industry and the Singaporean market.
Monitor and analyze customer support metrics, such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement.
Collaborate with cross-functional teams, including technical support, product management, and marketing, to relay customer feedback and drive service enhancements.
Oversee the onboarding and continuous training of customer support specialists, ensuring up-to-date knowledge of entertainment products, services, and industry trends.
Utilize customer relationship management (CRM) systems and support platforms to track interactions, manage tickets, and maintain accurate records.
Ensure compliance with data privacy regulations and company policies when handling customer information, especially in a remote work environment.
Prepare and present regular reports on customer support performance, trends, and key issues to management and stakeholders.
Foster a positive, collaborative, and inclusive remote team culture that aligns with the values and expectations of the entertainment industry.
Required Experience & Skills
Proven experience (typically 4+ years) in customer support roles, with at least 1-2 years in a senior, lead, or supervisory capacity, preferably within the entertainment or related industries.
Exceptional communication skills in English, both written and verbal, with the ability to adapt tone and messaging for diverse customer profiles.
Strong leadership and mentoring abilities, with demonstrated success in managing remote or distributed teams.
Advanced problem-solving and conflict resolution skills, capable of handling high-pressure situations and sensitive customer issues.
Proficiency with CRM systems (such as Zendesk, Salesforce Service Cloud, or Freshdesk) and remote collaboration tools (e.g., Slack, Zoom, Microsoft Teams).
Deep understanding of customer service best practices, quality assurance processes, and customer satisfaction metrics.
Familiarity with the entertainment industry, including common customer needs, digital content delivery, and subscription-based services.
High level of organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
Cultural awareness and sensitivity, particularly with respect to the Singaporean market and international clientele.
Self-motivation and discipline to work effectively in a fully remote setting, demonstrating reliability and accountability.
Qualifications
Bachelor’s degree in Communications, Business Administration, Hospitality, or a related field is preferred.
Professional certifications in customer service or support management (such as HDI, ITIL, or similar) are advantageous.
Additional language proficiency relevant to the Singaporean market (e.g., Mandarin, Malay, or Tamil) is a plus.
Tools & Technologies
Customer Relationship Management (CRM) platforms: Zendesk, Salesforce Service Cloud, Freshdesk
Remote communication and collaboration tools: Slack, Zoom, Microsoft Teams, Google Workspace
Ticketing and helpdesk systems
Knowledge base and self-service portal management tools
Analytics and reporting platforms for customer support metrics
Secure file sharing and document management tools
Additional Information
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Customer Service
Industry: Entertainment Providers
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