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Senior Manager, Customer Support Operations

2 weeks ago

Singapore STERRA TECH PTE. LTD. Full time

Sterra Tech Pte Ltd

**Country: Singapore**

**Posiion**:Senior Manager, Customer Support Operations

**Reporting to**:Head of Customer Experience

**Company Overview**
We invite you to join our team at **Sterra.sg **, a homegrown brand dedicated to enhancing people's lives in their own homes. At Sterra, we firmly believe that everyone deserves a home that offers convenience, health, and comfort, enabling a high quality of life. We strive to ensure affordability, making our offerings accessible to all. We take great pride in our **vision **to improve the lives of everyone by having a Sterra product in every home, and our **mission **to make effective wellness products accessible for everyone to live to their fullest potential.

**Position Overview**

**Key Responsibilities**:

- Manage the daily operations of Sterra’s off-shore customer support team and leads (30+ agents)
- Drive on quarterly OKRs for customer support and execute on improving CTO ratio, agent efficiency metrics, CSAT, and first contact resolution
- Train and develop a team of passionate customer support agents, fostering a culture of service excellence and proactivity
- Directly handle escalations from customers and ensure that investigations are held for negative experiences
- Assess and execute improvements for customer support operations based on customer feedback and contact reason data
- Focus in on the quality of each interaction (especially for product issue tickets) and build QA processes to improve CSAT
- Prioritize initiatives through the analysis of ticket and platform data (Gorgias, Hubstaff, Periscope, Shopify)
- Hold agents and the team accountable for individual KPIs (CSAT, tickets per hour, QA score, Husbtaff productivity) through consistent coaching and process improvements
- Assist in the documentation and organization of SOPs, training materials, and customer facing copy
- Always hold exceptional customer experience as the highest priority and strive to provide the greatest customer support experience for all Sterra customers

**Requirements**:

- 3 to 5 years of customer support or customer success experience in an e-commerce or start-up setting. Team management experience is required.
- 2 to 3 years of experience in fully owning the operations of a customer support team or function
- Proven track record of problem solving at a high-level in a startup environment
- Strong communication and cross-functional problem solving skills
- Proficiency in data analysis tools such as Excel or Google Sheets
- Proficiency in customer support and e-commerce platforms, such as Shopify, Gorgias, or Hubstaff
- Written and spoken fluency in English. Excellent English writing skills are required.
- Bonus: Fluency or proficiency in Malay and/or Mandarin

**We want to work with you