Best suited to hands-on operators with 3-6 years in customer operations who thrive in lean startup environments and can manage teams while optimizing workflows.
Derived from job-description analysis by Serendipath's career intelligence engine.
This role involves leading a team of customer care agents in Singapore, focusing on operational excellence, process optimization, and expanding customer care channels. Ideal for someone who thrives in a hands-on, high-performance environment with a strong focus on customer satisfaction.
Original posting from Cygnify via Ashby
Job Title: Assistant Manager, Digital Customer Care
Location: Singapore
About the role
- We are looking for a Customer Care Manager (Assistant Manager) who is both a hands-on operator and systems thinker to lead and optimize our customer care function.
- You will manage a team of ~10 agents while continuously improving how we operate — from response quality and tools automation. This role is not just about maintaining service levels, but about identifying gaps, driving efficiency, and scaling customer experience through systems and structure.
- You will work directly with the business lead and play a key role in shaping how customer care evolves as a high-performing, responsive, and customer-obsessed function.
Key Responsibilities
- Team Management & Operational Excellence
- Manage and oversee daily operations of member customer care team
- Ensure consistent performance across key service metrics (e.g. response time, resolution time, quality)
- Provide hands-on guidance, coaching, and real-time problem solving when needed
- Process Optimization & Efficiency
- Identify gaps in current workflows and implement improvements (processes/ tools) to increase efficiency and consistency
- Design, refine, and enforce SOPs to standardize responses and reduce operational friction
- Work closely with internal stakeholders to implement new tools or enhancements
- Channel Expansion
- Oversee existing email support channel and lead the rollout of new customer care channels (e.g. live chat)
- Ensure new channels are operationally sound, efficient, and aligned with service standards
- Customer Experience & Problem Solving
- Act as a key escalation point for complex customer issues
- Ensure responses are not only accurate but also customer-centric and solution-oriented
Requirements
- 3–6 years of experience in customer operations, with proven experience managing and stabilizing a frontline team
- Demonstrated ability to drive team performance, enforce accountability, and maintain operational discipline in a high-volume environment
- Strong hands-on operator — willing to be involved in day-to-day execution, escalation handling, and team follow-ups
- Experience in process improvement and workflow optimization, with a practical (not theoretical) approach
- Strong judgment in identifying gaps in operations and taking decisive action to resolve issues quickly
- Comfortable working in a flat structure with high ownership and minimal layers of management
- High level of ownership, resilience, and consistency in follow-through
- Familiarity with customer service tools (e.g. Zendesk, Intercom, Freshdesk or similar)
- Experience implementing automation, workflows, or chatbot solutions
- Exposure to setting up or scaling new support channels (e.g. live chat)
- Experience working in lean teams or startup environments
Source: Cygnify careers (Ashby)