Customer Happiness Team Lead

About Us

Founded in 2014, Circles is a global technology company reimagining the telco industry with its SaaS platform - Circles X, helping telco operators launch and operate successful digital brands through its offerings.

Having pioneered a successful blueprint for disrupting the telco space in Singapore, Circles has since launched its own digital telco, Circles.Life, in Singapore, Taiwan and Australia. Circles has also partnered with other telco operators to launch digital services, enabling our partners to accelerate growth and capture market share within a short period of time.

Today, Circles is partnering with operators in 14 countries to deliver delightful digital experiences to millions of people through our businesses.

We are backed by global investors such as Sequoia, Warburg Pincus, EDBI Singapore and Founders Fund – renowned backers of industry-shaking innovators.

Why apply to Circles.Life?

Circles.Life is not just your digital telco provider. Since our launch, we revolutionised the telco industry by seamlessly integrating both telco and digital lifestyle services on our
Circles-X platform. Over the past years, we have captured more than 5% market share in Singapore, launched in Australia and Taiwan while attaining record breaking CSAT and NPS (+50). We were voted the Top Employer in Digital Telco and also became an accredited winner in showcasing excellence in workplace culture in 2019.

Requirements:

Circles.Life is looking for a Customer Happiness Team Lead. The selected candidate will be responsible for internal operations and coordination with relevant teams and key
stakeholders. As a fast growing company, Circles.Life is looking for an individual who possesses energy, drive and strong attention to details.

As a Customer Happiness Team Lead your key objectives will be to...

Team Leadership:

• Managing a 5 to 8 person team (your team): attendance, punctuality, roster, compliance with company SOP, knowledge, productivity, performance of each team member.
• Support each team member and ensure their professional growth.
• Collaborate with Product team and Tech team to automate repetitive and time-consuming tasks related to Order Management so that OM Team can focus on more valuable tasks.
• Manage Tasks and Deliverables of Team Members - this include compliance and adherence to task planners.

Customer Service Support:

• Work closely with the Escalations and Service Recovery Team
• Able to manage Customer Escalations, Complex contacts including Regulatory, Complains and Co-Founders/Leadership Escalations
• Provide ad-hoc support in responding to customer queries regarding order management or delivery issues/status/amendments

Internal Operations:

• Internal reporting and KPI management
• Coordination with other teams such as technical teams, operations, marketing etc.

What’s on offer:

Circles.Life provides a great environment and platform for employees to build their career. In this role, you can expect:

• Unique opportunity to be a part of the digital disruption in telecommunication (Circles.Life is the only company of its kind in all of Asia!).
• Autonomy in the role and in managing your own portfolio.
• Exposure to the fast-paced world of high-tech start-ups.
• Attractive experience and compensation.
• Working with passionate, smart and driven colleagues in a vibrant environment.

What we’re looking for:

• Ideal candidate will have experience working in the customer service industry for 3-5 years
• Must have at least 5 years of experience in managing 5-15 FTEs
• Candidates with prior start-up or telecom experience are preferred
• Ready to stretch beyond duty hour; Flexible about the rest days (roster)
• Data & analysis mind set, should take data backed decisions.
• Should be able to work with both In-house and partner's team in collaboration.

Circles.Life is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.

To all recruitment agencies: Circles.Life will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program.

Please do not forward resumes to our jobs alias, Circles.Life employees or any other company location. Circles.Life will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS.

Circles.Life is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.