Customer Service Manager

About Us

TridentAir is an A.STAR-developed air purifier brand focused on delivering clean, healthy air to homes and businesses. As our customer base grows across e-commerce and on-site service channels, we're looking for a Customer Service Assistant Manager to lead and unify our customer experience - from first inquiry through after-sales support.

The Role

You'll take ownership of the end-to-end customer service function for TridentAir, managing a team spanning customer service, e-commerce support, on-site technical service, and tech support. You'll be responsible for service quality, team performance, and ensuring a consistent, high-standard customer experience across every touchpoint.

Key Responsibilities

. Oversee and manage the day-to-day operations of the Customer Service team, including case handling, escalations, and resolution timelines

. Supervise e-commerce platform customer service (e.g., Shopee, Lazada, company website) - ensuring timely responses, order support, and platform performance metrics are met

. Manage the on-site service team, coordinating installation, maintenance, and repair appointments with customers and ensuring service quality standards are upheld

. Oversee the tech support team, ensuring product troubleshooting, warranty claims, and technical inquiries are handled efficiently and accurately

. Set and monitor KPIs across all customer-facing teams (response time, resolution time, CSAT, platform ratings)

. Develop and refine SOPs for customer service, on-site service, and tech support to ensure consistency and scalability

. Handle escalated or complex customer complaints, ensuring fair and effective resolution

. Train, coach, and manage performance of team leads and staff across all four functions

. Coordinate with marketing, product, and operations teams to relay customer feedback and improve products/processes

. Prepare regular reports on service metrics, recurring issues, and improvement initiatives for management

. Manage manpower planning, scheduling, and workload distribution across teams

What We're Looking For

. 4-7 years of experience in customer service management, with at least 1-2 years in a supervisory/managerial capacity

. Experience managing multi-channel customer service operations, ideally including e-commerce platforms

. Experience overseeing field/on-site service teams and/or technical support functions is a strong plus

. Strong leadership skills with a track record of managing and developing teams

. Data-driven - comfortable tracking KPIs and using metrics to drive service improvements

. Excellent problem-solving and conflict-resolution skills, especially for escalated complaints

. Strong communication skills, both with customers and cross-functional teams

. Experience in consumer electronics, home appliances, or FMCG customer service is an advantage

. Diploma/Degree in Business Administration, Operations Management, or related field

What We Offer

. A leadership role shaping the full customer experience for a growing Singapore-founded brand

. Direct collaboration with the founding team and cross-functional departments

. Opportunity to build and scale processes as the company expands regionally

. Competitive salary commensurate with experience