About the job
About the Role
Cygnify is hiring an Assistant Manager of Digital Customer Care in Singapore. This position calls for someone who combines hands-on operational skill with a strategic mindset to strengthen and guide our digital customer care efforts.
The Assistant Manager will lead a team of about 10 customer care agents. The focus is on maintaining strong service standards, identifying ways to improve, and driving efficiency. Working closely with the business lead, this role helps shape our customer care function to be more responsive and centered on customer needs.
What You Will Do
- Supervise daily operations for the customer care team, ensuring strong performance across key service metrics like response time and issue resolution.
- Coach and support team members in real time, helping them solve problems and deliver better service.
- Review current processes and introduce tools and workflows that improve efficiency and consistency.
- Develop and maintain Standard Operating Procedures (SOPs) to standardize responses and reduce operational issues.
- Work with internal teams to roll out new tools and enhance existing systems.
- Oversee the email support system and lead the launch of new channels such as live chat, making sure they meet service expectations.
- Serve as the main escalation point for complex customer concerns, ensuring solutions are accurate and customer-focused.
Location
Singapore

