Customer Service Manager (Training & Support Team Lead)

Customer Service Manager (Training & Support Team Lead)

Habitap provides mobile apps, web portals and hardware systems for building access, visitor registration and other building services.

We are looking for an experienced customer service leader to manage our hotline team, conduct customer training and handle escalated issues. You will help us train customers more effectively, respond promptly and keep customers satisfied.

Key responsibilities

• Manage and coach hotline staff to provide clear, timely responses and consistent follow-up to end users on issues involving Habitap’s mobile apps, web portals and access control hardware.
• Handle escalated complaints and difficult customer conversations calmly and logically.
• Identify recurring hotline issues, visit customer sites as needed, and gather the facts. Clearly communicate problems and their impact to our internal technical teams, and propose improvements to training, support and product features.
• Coordinate issue resolution, keep customers updated and follow through until closure.
• Conduct product training for building management teams, concierge staff and customer administrators.
• Prepare training materials and improve training methods so customers can use our products confidently.
• Attend council meetings and other customer meetings (expected to be in the evenings and at weekends).

What we arelooking for

• Experience managing a customer service or support team.
• Enjoy interactions with end users and working with them to resolve issues.
• A proven ability to handle demanding customers and resolve difficult situations confidently and professionally while protecting the company’s interests.
• Able to listen carefully, ask the right questions and explain problems clearly.
• Strong communication and presentation skills.
• Organised, dependable and persistent in following up on outstanding matters.
• Experience with building management or technology services is an advantage.

Prior knowledge of Habitap’s products is not required and can be developed. We value sound judgement, logical thinking and strong customer-handling skills.

Job details

• Location: Office at Bukit Batok, with visits to customer sites across Singapore.
• Working hours: Monday to Friday, 830am–615pm.
• After-hours meetings: Typically one evening or weekend meeting per week
• Emergency support: Must be willing to be contactable outside office hours to receive emergency support calls, assess the situation and coordinate with the relevant internal teams.