
E-commerce Logistics
2 weeks ago
**Location**: Singapore
**Working Days**: Monday to Friday, 10am to 6pm SGT
- Must be open to occasionally swapping off days between weekdays and weekends (e.g., to cover peak campaign periods or assist with escalations)
**About Us**
We’re a growing e-commerce (directo to consumer) company with a strong focus on delivering excellent customer experiences across multiple brands in Singapore. Behind our smooth front-end lies a lean, agile team constantly improving operations, and we’re looking for someone to lead that charge for the customer support function.
**Who We’re Looking For**
If you're someone who thrives on improving processes, collaborating with 3PLs, and making an impact —this role is for you.
**Key Responsibilities**
- Monitor daily customer operations: order flows, escalations, return cases, and service SLAs
- Troubleshoot gaps in customer support processes and implement solutions
- Create and refine SOPs, macros, and internal knowledge bases
- Identify common complaint patterns and work with product, logistics, or tech teams to fix root causes
- Support team leaders with onboarding, training, and performance reviews
- Help roll out new customer tools, CRMs, or automation systems
- Report on KPIs like CSAT, first-response time, and issue resolution speed
**What You Should Have**
- 2-5 years in e-commerce, customer operations, or support process improvement
- Strong problem-solving skills and a systems-thinking mindset
- Familiarity with Online Ticketing System, Cloud Telephone System, Shopify, or similar tools
- Experience working across functions (e.g., with marketing, logistics, tech)
- Bonus: You’ve led a support team or have coached junior agents before
**Mindset We Love**
- “There’s a bottleneck — how do we remove it?”
- “Why did this issue happen in the first place?”
- “Can we automate this to save time?”
- “If I was the customer, how would I feel about this solution?”
**Job Types**: Full-time, Permanent, Fresh graduate
Pay: $4,000.00 - $5,000.00 per month
**Benefits**:
- Cell phone reimbursement
- Employee discount
- Flexible schedule
- Health insurance
- Parental leave
- Professional development
- Promotion to permanent employee
- Work from home
Schedule:
- Weekend availability
Supplemental Pay:
- Overtime pay
- Performance bonus
Work Location: In person
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