
Customer Experience Manager
5 days ago
**About Us**:
TTRacing is a leading brand of gaming chairs and ergonomic desks across Southeast Asia. We’re known for delivering comfort, quality, and great customer support. As our Singapore business grows, we’re looking for a hands-on **Customer Experience Manager** to lead our support efforts and ensure every customer interaction reflects our brand promise.
**What You’ll Do**:
- **Lead and manage a remote customer service team** (currently 3 team members based in the Philippines)
- **Handle complex or escalated customer cases**, including high-value orders, unhappy customers, or tricky situations that need a personal touch
- **Own the returns and refunds process**, including cases raised via Shopee, Lazada, or other marketplaces
- **Monitor and maintain excellent customer ratings** across platforms such as Shopee, Lazada, Google Reviews, and more
- **Maintain and improve our internal SOPs**, ensuring prompt, consistent, and empathetic responses across all channels
- **Support the retail experience** by coordinating with part-time retail staff and ensuring smooth day-to-day showroom operations
- **Collaborate closely with the sales, operations, and marketing teams** to share feedback, improve processes, and preempt issues
- **Track KPIs and customer feedback**, using data to identify trends and opportunities to improve service quality
**What We’re Looking For**:
- 2-4 years of customer service or customer experience experience, ideally with team leadership responsibilities
- Strong problem-solving and conflict-resolution skills — you’re calm under pressure and good with tough conversations
- Experience handling returns, refunds, or platform-based escalations (e.g. Shopee, Lazada, Shopify, etc.)
- Familiarity with marketplace platforms and a track record of **maintaining strong customer ratings and reviews**:
- Organized and responsive — you keep conversations moving and don’t let tasks fall through the cracks
- A team player who brings positivity, accountability, and care to every customer interaction
- Bonus if you’ve worked in e-commerce, retail, or managed part-time/on-ground teams before
**Why Join Us?**
- Shape the voice and service experience of one of the region’s fastest-growing ergonomic brands
- Manage a lean, capable support team and grow your leadership skills
- Be part of a collaborative team that values initiative, empathy, and impact.
- Opportunities for career growth in a fast-moving and supportive environment
Pay: From $4,000.00 per month
**Benefits**:
- Employee discount
- Free parking
- Parental leave
- Professional development
Schedule:
- Monday to Friday
- Weekend availability
Supplemental Pay:
- Overtime pay
- Performance bonus
**Experience**:
- Customer service: 2 years (preferred)
Work Location: In person
Expected Start Date: 02/07/2025
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