Service Operations Executive

2 weeks ago

Paya Lebar, Singapore PAWKIT PTE. LTD. Full time $31,500 - $42,000 per year

About Pawkit

Pawkit is Singapore's first tech-enabled housecall platform for pets, offering grooming, veterinary, and wellness services directly to owners' homes. We're scaling fast and looking for a Service Operations Executive who thrives in fast-moving environments, enjoys problem-solving, and wants to be at the heart of building the future of pet care.


Role Overview

This role is the nerve centre of Pawkit's daily operations. You'll ensure housecall appointments run smoothly, customer service (CS) works like clockwork, and all medications and orders are shipped out accurately. You'll coordinate across customers, service providers, drivers, and internal teams — keeping everything moving without dropping the ball.


A Regular Day in This Role Looks Like
  • Morning: Review housecall schedules, confirm groomers/vets/drivers are equipped, and ensure the first batch of medications and orders are prepared accurately. Align with the CS team on daily priorities.
  • Midday: Monitor live appointments via WhatsApp/dashboard. Support providers in real time, liaise with customers, and coordinate logistics (drivers, orders, consumables). Spot-check CS interactions for tone and accuracy.
  • Afternoon: Track service completion, update CRM with notes, and verify that all orders and medications have been dispatched correctly. Escalate issues quickly (no-shows, customer complaints, shipping errors).
  • Evening: Reconcile the day's appointments and orders. Prepare a short ops report (cancellations, complaints, CS performance, shipping status, "wins of the day"). Plan for tomorrow.

This role is perfect for someone who enjoys being in control of moving pieces, thrives under pressure, and takes pride in operational precision.


Key Responsibilities
  • Coordinate daily schedules and logistics for housecall services.
  • Ensure CS responses are timely, accurate, and consistent with SOPs.
  • Oversee order accuracy: medications, consumables, and customer deliveries.
  • Troubleshoot real-time service and customer issues.
  • Track KPIs daily (appointments, order fulfilment, CS SLA).
  • Support onboarding and training of new service providers.

Requirements
  • Strong organisational and time management skills.
  • Tech-competent (comfortable with CRMs, WhatsApp Business, scheduling tools).
  • Clear, empathetic communicator who can be firm when needed.
  • Solutions-oriented, stays calm under pressure.
  • Genuine love for animals and empathy for pet owners.

Bonus:

  • Operations/logistics or healthcare/service experience.
  • Driving licence (to support logistics if needed).
  • Prior experience with CS or order fulfilment.

What We Offer
  • Salary: $2.5k – $3.5k/month, depending on experience.
  • Hands-on role in a fast-growing pet-tech startup with regional expansion plans.
  • The chance to directly shape how thousands of pet owners experience housecall care.

Benefits

  • 14 days annual leave + MOM-standard sick leave/PHs.
  • 4 days annual pet care leave
  • Staff discounts on Pawkit services and products.
  • Career progression opportunities.
  • For exceptional performers: potential for sweat equity/ownership stake in Pawkit.

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