Customer Service Manager
Singapore
Listed on 2026-08-14
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Customer Success Management, CRM Systems & Management
About the Role
We’re Age Mate
, a fast-growing Singapore-based supplement brand serving a global customer base, primarily across Australia and the United States.
We’re proud of the community we’ve built and the trust our customers place in us when it comes to their health. Our team is collaborative, ambitious and growth-driven, with a strong focus on customers, data, efficiency and continuous improvement.
About the RoleWe’re looking for an experienced Customer Support Manager to take ownership of the day-to-day running and performance of our customer support operation.
This is a hands‑on operational leadership role. We’re looking for someone experienced enough to run the function independently when required, while still being comfortable getting into the detail, working with data, solving problems and supporting the team.
You’ll oversee customer support across Ticketing, Social Media and Customer Support Operations, with responsibility for people, performance, processes, escalations and operational reporting.
This is not a role focused purely on delegation. We’re looking for someone who can balance leadership and strategic thinking with hands‑on operational involvement.
You’ll report to the Head of Customer Experience.
What You’ll Do- Lead the day-to-day customer support operation and support Team Leads
- Monitor ticket volumes, backlogs, response times, CSAT and overall support performance
- Own workforce planning, rostering and coverage across our key markets and time zones
- Manage complex customer and operational escalations
- Identify performance gaps, recurring customer issues and opportunities for improvement
- Analyse support data and provide clear operational reporting
- Improve workflows, processes and team efficiency
- Ensure Shopify, Gorgias and subscription management platforms are used effectively
- Oversee support processes relating to orders, subscriptions, returns, refunds and payment issues
- Work closely with Supply Chain, Logistics and 3PL partners on fulfilment and shipping issues
- Collaborate with eCommerce, Product, Marketing, Operations, Quality and Compliance teams
- Help build a customer support operation that can scale as the business grows
- 5+ years' experience in Customer Support, Customer Service or Customer Operations
- 2-3+ years' experience as a Customer Support Manager or in an equivalent management role
- Hands-on experience with Shopify
- Experience with subscription-based businesses and subscription management platforms
- Experience working with 3PLs, fulfilment partners and logistics teams
- Experience managing customer support teams, ideally including Team Leads or supervisors
- Strong understanding of customer support KPIs, queue management and operational performance
- Experience with workforce planning, rostering and escalations
- Strong analytical and reporting skills, with the ability to identify trends and turn them into operational improvements
- Strong written and verbal communication skills
- Experience with Gorgias
- Experience with ReCharge or similar subscription platforms
- Previous experience in the health, wellness, supplements or another regulated consumer industry
- Experience supporting customers across multiple international markets
- Experience managing distributed or remote customer support teams
This is a Singapore-based hybrid role.
You will primarily work from home, with approximately 1-2 days per week in the office for meetings, collaboration and other business requirements as needed.
As our customers are primarily based in Australia and the United States, you should be comfortable working within an international customer support environment across multiple time zones.
Salary & BenefitsS $6,000-S $7,000 per month, depending on experience
20 days of annual leave
Flexible hybrid working arrangement - primarily work from home
Company-provided laptop
S $600 one-time work-from-home setup allowance
Position:
Customer Support Manager
Employment Type:
Full-Time
Working Arrangement:
Hybrid - primarily work from home with approximately 1-2 office days per week
Reports to:
Head of Customer Experience
Eligibility:
This position is open to Singapore Citizens and Permanent Residents.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).