Secretlab is an international gaming chair brand seating over three million users worldwide, with our key markets in the United States, Europe and Singapore, where we are headquartered.
We are looking for a Senior Specialist, Customer Service Operations to help us improve how customer service is delivered. This is not primarily a frontline ticket-handling or people-management role. You will be a senior individual contributor who identifies operational problems, designs practical solutions and leads improvement projects across Customer Service, Technology, Logistics, Finance, Data and our external service partners.
Your work should produce clear results: fewer avoidable customer contacts, faster resolution of customer issues, more consistent service quality and a lower cost-to-serve. You may lead initiatives such as customer self-service, cancellation and refund process improvements, warranty automation, AI-assisted customer support, quality assurance at scale, BPO transitions and the implementation of a new Customer Service platform.
Responsibilities:
Own and improve CS operational performance
- Performance Monitoring: Track and analyze key CS metrics to detect emerging trends and performance risks early.
- Incident Recovery: Act as a first responder when performance drops—leading immediate operational recovery, diagnosing root causes through data and interaction reviews, and driving long-term fixes.
- Operational Reporting: Deliver clear, actionable updates on performance shifts, root causes, ongoing mitigation, and post-incident resolution.
Lead operational improvement projects
- Process & Journey Optimization: Lead end-to-end improvement projects to eliminate root causes of recurring enquiries, reduce customer effort, and fix key friction points
- Cross-Functional Root-Cause Fixes: Partner with upstream teams (Logistics, Tech, Finance, Product) to address issues at their source
- Impact & Outcome Ownership: Define project scope, business cases, implementation plans, and KPIs. Remain accountable post-launch to evaluate, refine, or scale solutions based on measured results.
Improve CS systems, automation and AI
- System & Workflow Enhancement: Optimize CS platform configurations
- Requirements & Tech Collaboration: Translate operational needs into clear business requirements, workflow logic, and acceptance criteria for Tech, Data, and external vendors.
- Automation & AI Strategy: Evaluate and deploy AI and automation (self-service, agent assistance, QA) with proper safeguards and quality controls to reduce manual effort while preserving CX.
Support BPO and workforce operations
- BPO Governance: Support manpower planning, service level management, and performance diagnostics across internal and BPO partner teams.
- Vendor Operations & Transitions: Help establish operational standards, workflows, and escalation paths for BPO partners, leading assigned workstreams during BPO onboarding, migrations, or vendor changes without customer disruption.
Drive cross-functional execution
- Stakeholder Alignment: Align cross-functional partners around clear problem statements, trade-offs, and proposed solutions.
- Blocker Resolution: Proactively resolve working-level blockers and escalate critical decisions with clear trade-off analyses and recommendations.
Requirements
- At least four years of relevant experience in Customer Operations, Customer Experience Operations, Business Operations, Process Improvement, Programme Management, Product Operations or a related field.
- Proven track record of taking operational improvements from diagnosis through to measurable results. High accountability—raising blockers or sending emails isn't considered job done
- Able to analyse operational data, identify trends and root causes, estimate impact and define meaningful measures of success.
- Strong systems thinking, with the ability to map how CX, policies, workflows, tech, staffing, and upstream operations interconnect.
- Able to translate operational challenges into clear process designs, business requirements, and system logic
- Strong proficiency in Excel/Google Sheets. Experience with SQL, BI tools, or dashboards is a strong advantage
- Comfortable collaborating with tech teams on integrations, data fields, system limitations, and testing
- Strong execution skills spanning planning, dependency mapping, testing, rollout, and post-launch stabilization.
- Strong written communication skills with a proven ability to influence cross-functional stakeholders
- Sound judgment in balancing customer experience, operational cost, fraud risk and business requirements.
Bonuses
- Experience in e-commerce, retail, marketplaces, consumer products or another business involving physical orders, fulfilment, returns and warranties.
- Experience with BPO operations, contact-centre workforce planning, vendor transitions or multi-site service operations.
