Customer Experience Team Lead

About the Company

PRISM+ is a Singapore-based consumer electronics company with operations in Singapore and a footprint in Australia, Malaysia, and the Philippines. Established in 2017 as a direct-to-consumer display technology specialist, it grew rapidly into Singapore’s leading monitor and smart TV brand. The company is recognized for offering premium products at accessible prices and for delivering an award-winning customer experience. Today, its portfolio spans a broader range of affordable premium home electronics and appliances.

At PRISM+, you will be part of a business that aims to bring advanced technology within reach of more people. The role offers an opportunity to contribute to a brand that combines innovation, customer focus, and meaningful impact in consumer technology.

Role Overview

The Customer Experience Team Lead will guide a mixed onshore and offshore support team, ensuring customer interactions across calls, emails, and chats are handled to a high standard. The position requires strong leadership, sound judgment, and a customer-first mindset to help improve satisfaction, team performance, and operational efficiency.

Key Responsibilities

• Lead, coach, and keep a team of 20 customer service agents engaged and performing well across onshore and offshore locations.
• Offer daily direction and hands-on support when the team is dealing with complex or sensitive customer issues.
• Use internal business systems to track and review phone, email, and chat interactions so customers receive consistently strong service.
• Apply empathy and practical judgment to make decisions that improve the customer experience across both internal and external touchpoints.
• Push the team to achieve and surpass performance targets, and take action where needed to improve results.
• Ensure company processes and service-level commitments are understood, followed, and regularly revisited for relevance.
• Continuously look for better ways to work by refining workflows for greater efficiency and value.
• Analyze reports, identify strengths and gaps, and act on findings to address improvement areas.
• Build a workplace culture that encourages ongoing improvement and strong employee engagement.

Requirements

• You should be prepared to take ownership and stay composed in a fast-moving, high-pressure environment.
• Strong English communication skills are essential, both spoken and written; knowledge of Chinese will be an added benefit.
• A minimum of 3 years of relevant professional experience is required.
• Hands-on experience with CRM platforms such as Zendesk and Salesforce is needed.
• You should have a proven history of performing well in high-volume support operations.
• The role calls for analytical and creative problem-solving skills.
• Awareness of current e-commerce trends is important.
• You must be adaptable and able to handle increased workload during peak periods.
• A strong ability to understand customer concerns and respond with empathy is expected.
• You should be able to identify customer needs, recommend suitable solutions, and manage expectations clearly.

Additional Information

This is a full-time, onsite position based in Singapore.

No salary, number of openings, or application deadline has been specified in the source information.