Snaphunt Pte. Ltd. – Customer Support Operations Manager

• Fantastic work culture in a fast growing start-up
• Opportunity to make a positive impact in a leadership role

The Job

You will be responsible for :

• Supporting the sales team on user account creation, account changes, and other account servicing related tasks
• Handling and ensuring that tickets related to account creation and servicing are replied to and resolved exceeding the team’s service level 
• Tracking account information changes accurately with attention to detail 
• Acting as a business partner to the sales team, and consider the customer needs and sales team needs holistically when offering solutions
• Monitoring and reporting on response and resolution time of support tickets related to account creation and servicing 
• Collaborating with cross-functional teams to constantly improve operational processes related to account creation and servicing, and drive change
• Collaborating with sales and finance team to ensure account creation and quota setting is matched with P.O. (purchase order) and invoices 
• Managing various types of merchandise in support of sales and marketing, and ensure that stocks are monitored closely and replenish early when required
• Working with external vendors to ensure that merchandise are shipped out promptly and within deadlines to customers in Singapore and overseas
• Managing one customer support agent as a squad leader and other part-time support agents for account creation and logistics during peak seasons

The Profile

• You have at least 2 years of relevant experience in customer support, customer operations or sales support
• You minimally have a diploma from an accredited tertiary institution, preferably in Customer Service, Operations, Administration or other related fields
• You are customer and service orientated, as well as have well-developed communication skills
• You are a good problem-solver with a keen focus on quality
• You are able to multi-task and keep up in a fast-paced working environment
• You are flexible to work over weekends during peak sales seasons, and remain contactable during weekends to support high impact customer operations or urgent account creation or servicing requests 
• Experience with merchandise logistics is a plus
• Experience managing a small team or seasonable support staff is a plus
• Singaporean citizenship or permanent residency.

Ref: BASCE8Q2B1