Customer Service Manager

About AgeMate

AgeMate is a rapidly expanding supplement brand headquartered in Singapore, serving a global audience with a focus on customers in Australia and the United States. The company values a collaborative and driven team culture centered on delivering excellent customer care, leveraging data, and fostering continuous enhancements.

Role Overview

The role of Customer Support Manager involves direct leadership and operational oversight of daily customer support functions. This position demands a hands-on leader capable of managing performance metrics, addressing escalations, and refining processes while being fully engaged in team support and problem-solving activities. The manager will handle customer support for multiple channels including ticketing and social media, ensuring smooth operation and team effectiveness.

Key Responsibilities

• Lead and coordinate the daily operations of the customer support teams and support team leads.
• Track and analyze metrics such as ticket volume, backlog, response times, and customer satisfaction scores.
• Develop and execute workforce planning, including scheduling and coverage across key international markets and time zones.
• Handle complex customer and operational escalation issues professionally.
• Identify gaps in performance and recurring customer problems to drive process enhancements.
• Analyze support data to generate comprehensive operational reports.
• Enhance workflows and team efficiency continually.
• Ensure effective use of platforms such as Shopify, Gorgias, and subscription management tools.
• Oversee support processes related to orders, subscriptions, returns, refunds, and payment concerns.
• Collaborate with supply chain, logistics, and third-party fulfillment partners addressing fulfillment and shipping concerns.
• Work cross-functionally with eCommerce, Product, Marketing, Operations, Quality, and Compliance departments.
• Contribute to scaling the customer support operations in line with company growth.

Required Qualifications and Experience

• Minimum of 5 years experience in customer support, service, or operations.
• 2 to 3 years in customer support management or equivalent leadership position.
• Proven expertise in eCommerce customer support environments.
• Proficiency with Shopify and subscription management platforms.
• Experience collaborating with 3PL and logistics partners.
• Demonstrated experience managing teams, including team leads or supervisors.
• Strong command of key support performance indicators and workforce planning.
• Excellent analytical and reporting abilities.
• Ability to make independent operational decisions confidently.
• Excellent written and verbal communication skills.

Preferred Experience

• Familiarity with Gorgias support software.
• Experience with ReCharge or similar subscription billing platforms.
• Previous work within health, wellness, supplement, or regulated consumer industries.
• Multi-market customer support exposure.
• Experience managing distributed or remote teams.

Work Arrangement and Benefits

This Singapore-based position offers a hybrid work setup, with most work done remotely and one to two days per week in the office for meetings and collaboration. Candidates should be comfortable managing support across international time zones, particularly Australia and the US.

Salary ranges from S$6,000 to S$7,000 per month, dependent on experience. Benefits include 20 days annual leave, a flexible hybrid work model, company-provided laptop, a one-time S$600 work-from-home setup stipend, and an AgeMate product allowance.

Additional Information

The position reports to the Head of Customer Experience. Only Singapore Citizens and Permanent Residents are eligible to apply.