Position Responsibilities

Customer Happiness Manager plays a critical leadership role in shaping and delivering a consistent, high-quality customer experience across all regions. The role oversees both operations support and customer experience strategy, ensuring that support systems, team structures, and service processes are aligned with business growth and regional expansion goals.

The ideal candidate will not only manage the day-to-day operations of a cross functional customer support team but also design and implement strategic service initiatives, set upregional SOPs,and leadcustomer-centric initiatives across digital platforms and physical servicechannels.

Strategy & Regional Operations Leadership

• Lead end-to-end customer support operations across multiple regions, ensuring consistent service standards.
• Develop and implement regional customer service SOPs, workflows, and escalation matrices tailored for each market while aligning wit overall brand guidelines.
• Set up and structure new regional support functions for business expansion.
• Forecast and manage workforce planning, shift scheduling (AM/PM), and resource allocation to ensure optimal coverage and service levels.

• Design seamless customer journeys across all touchpoints - live chat, email, social media, and in-app feedback.
• Use Voice of Customer (VOC), CSAT, NPS, and other data points to map customer pain points and proactively address them with relevant teams.
• Lead deployment of customer feedback loops, ensuring insights are funnelled into continuous improvement initiatives.

• Build, review and continuously enhanceSOPs for ticket handling, complaints, refunds, delivery issues, etc.
• Collaborate with outlet operations, marketing, tech, and logistics to ensure a frictionless support experience for both online and offline customers
• Drive automation and self-service enhancements using tools like chatbots, knowledge bases and FAQ systems

• Lead regional Customer Happiness teams.
• Coach, mentor, and evaluate team performance while fostering a culture of ownership, collaboration and customer-first thinking
• Develop training programmes to upskill the team on tools, tone of voice, SOP updates, and crisis handling
• Monitor KPIs including: Ticket volume, Resolution Time, First Response Time (FRT), CSAT, and Team Productivity; ensuring targets are met consistently.

• Primary point of contact for regional support alignment, collaborating with Marketing, Tech, Operations, and Product teams to resolve systemic customer pain points
• Work with Tech/CRM vendors (Zendesk, Freshwork, Zopim, etc.) to optimise support tools, workflows and integration across platform.
• Represent Customer Happiness function in leadership reviews, product planning sessions and regional operational syncs.

• Prepare weekly, monthly, and quarterly performance dashboards that highlight key trends, root causes, and strategic recommendations
• Use data to identify emerging issues or service gaps and initiate corrective action plans across impacted regions
• Analyse agent and team-level performance and take actions on training or resource allocation accordingly.

Qualification and Experience

• 5–9 years in Customer Service Operations, Customer Experience Design, or CX Strategy with at least 4 years in a managerial role.
• Experience managing regional support functions or launching support operations across multiple markets (preferably SEA).
• Strong track record of implementing SOPs and managing performance, and deveoping cross-channel customer journeys
• Strong understanding of customer service principles, including KPIs such as CSAT, NPS, and FRT.
• Experience with CRM systems, project management tools (e.g., Asana, Jira, Zendesk, Freshdesk, Salesforce, Lark), and customer support software.
• Proven experience managing multiple priorities, meeting deadlines, and thriving in fast-paced environments.
• Proven ability to work cross-functionally and build effective relationships with stakeholders.
• Experience with AI/chatbot tools and knowledge of customer experience best practices.
• Familiarity with data analysis and reporting tools.
• Proven track record in managing cross-functional projects and delivering customer-focused results.
• Knowledge of industry trends and competitive customer service practices.

• Strong leadership and people management capabilities, with experience handling both full-time and part-time teams.
• Excellent communication and stakeholder engagement skills; ability to work with diverse teams and influence at all levels.
• Strategic thinker with solid operational know-how and the ability to translate insights into actions.
• Strong analytical and problem-solving abilities to drive data-driven decisions.
• Leadership skills to guide and motivate a team, fostering a collaborative, customer-focused environment.

• Familiarity with project management frameworks (e.g., Agile, Waterfall) and customer experience best practices.
• In-depth understanding of customer support best practices, performance metrics (e.g., CSAT, NPS, AHT, FRT), and VOC methodologies.
• Proficiency in data analytics and reporting tools, with the ability to translate data into actionable insights.
• Familiarity with ticketing architecture, automation flows, regional compliance, and service recovery SOPs.
• Knowledge of industry trends, customer service standards, and emerging tools that improve project management and customer experience.

• Highly organised, detail-oriented, and proactive in problem-solving.
• Empathetic and customer-obsessed, with a passion for building meaningful service experiences.
• Able to thrive in a fast-paced, high-growth environment and manage competing priorities across regions.