Customer Support Specialist - Singapore
Core
Handle complex escalated customer cases (T2) end-to-end, owning specific operational domains like refunds, logistics, or fraud to ensure timely resolution and process improvement.
Role type
Senior Customer Support Specialist (Escalation Tier)
Builds
Customer resolution outcomes and support operational efficiency
Domain
Consumer hardware and SaaS support
Required skills
Complex case resolution, SOP ownership, cross-functional collaboration, high-volume throughput, AI tool utilization
Preferred skills
Zendesk proficiency, T2 support experience, consumer hardware/SaaS domain knowledge
Responsibilities
Triage and resolve escalated customer issues, maintain and improve operational SOPs, collaborate with logistics and finance teams, benchmark support quality against industry standards, utilize AI tools for case handling
Seniority
Mid-level, hands-on IC
