Customer Service Manager

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