Head of Customer Service

3 days ago

Singapur, Singapore Cogoport Private Limited Full time

Do you prefer setting the rules of the road or leading the fastest racing team? At Cogoport, we’re doing both — setting global benchmarks while delivering customer service at full throttle.

As we scale across Southeast Asia and beyond, Cogoport’s mission is to transform the way global trade operates — by making it faster, more cost-effective, and radically transparent. Our Customer Service function is the nerve center that ensures promises are kept, trust is built, and delight is delivered.

This is your opportunity to lead the charge in building one of the most customer-obsessed freight platforms in the world.

What You Will Do

  • Own the strategy and execution of the entire Customer Service function across Southeast Asia.
  • Build and lead a high-performing team spanning Booking Desk, Documentation Control, and Escalation Management.
  • Set and improve KPIs including CSAT, NPS, First Response Time, Resolution SLA , and Retention Rate .
  • Implement Lean, Six Sigma , and automation best practices to remove inefficiencies and scale effortlessly.
  • Drive cross-functional initiatives with Product, Ops, Tech, and Sales to ensure end-to-end customer satisfaction.
  • Create structured escalation management and issue resolution frameworks with internal and external stakeholders.
  • Monitor VOC (Voice of Customer) insights and use them to refine playbooks, process flows, and journey maps.
  • Represent Customer Success in leadership meetings and proactively drive product/process improvements based on service feedback.

Success Metrics

  • CSAT > 90%, NPS consistently trending upwards
  • Resolution time SLA met for >95% of issues
  • % of automated responses/workflows implemented
  • YoY improvement in customer retention and repeat bookings
  • Employee satisfaction and productivity within the CS function

Who You Are

  • MBA from a reputed institution (Bachelor’s in Business or Engineering preferred)
  • 10+ years in service leadership roles across customer operations, success, or support
  • At least 3 years in logistics, freight forwarding, or international supply chain experience (preferred)
  • Deep knowledge of CX design, service operations, and contact center management
  • Lean Six Sigma Black Belt certification preferred; strong track record of process optimization
  • Visionary yet execution-driven — someone who can scale from 0 to 1, then 1 to 100
  • Strong communicator, people leader, and cross-functional collaborator
  • Empathy-first mindset paired with data-driven decision-making

What We Offer

  • A leadership seat to design and scale customer service across Southeast Asia
  • Access to digital customer experience tooling and automation infrastructure
  • A global team culture that values experimentation, empathy, and ownership
  • Fast-paced environment with autonomy to build and lead from the front
  • Salary range: Competitive Salary, based on experience and expertise
  • A chance to transform how customers experience global logistics — and build a legendary service organisation
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