Assistant Manager, Digital Customer Care
StarHub is seeking an Assistant Manager for their customer care team in Singapore. This role involves leading a team of 10 agents, optimizing workflows, and implementing automation tools to improve service quality. You will act as a key escalation point and manage the rollout of new communication channels like live chat. It is a hands-on position requiring experience in scaling support functions and process design.
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Experience
3-6 years
Function
Support
Work mode
Onsite, Singapore
Company
Tier 2
What you will work on
StarHub is seeking an Assistant Manager for their customer care team in Singapore. This role involves leading a team of 10 agents, optimizing workflows, and implementing automation tools to improve service quality. You will act as a key escalation point and manage the rollout of new communication channels like live chat. It is a hands-on position requiring experience in scaling support functions and process design.
TAL's take
Solid mid-level management role in a well-established company with clear operational scope.
JD provides a very clear breakdown of team management, process optimization, and channel expansion responsibilities.
Must haves
- 3-6 years of experience in customer operations
- Proven experience managing and stabilizing a frontline team
- Strong hands-on operator with escalation handling experience
- Experience in process improvement and workflow optimization
- Familiarity with customer service tools like Zendesk, Intercom, or Freshdesk
- Experience implementing automation or chatbot solutions
Tools and skills
About the company
Established telecommunications company, though not a top-tier global tech firm.