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🥝 Customer Service Team Lead - Singapore
P.L.Audio | singapore, Singapore | Posted June 11, 2026
Job Description
What You Will Do - Lead a team of 5–7 agents handling high-risk customer cases (refund disputes, logistics failures, fraud).
- Own escalations end-to-end, making final decisions on complex cases that impact cost and customer experience.
- Act as the primary point of escalation and policy alignment with Sales, GTM, and Finance to maintain fast resolution times.
- Analyze refund and logistics trends, and drive fixes with Product, GTM, and Finance to prevent repeat issues — closing the loop back to customers and frontline teams.
- Build and standardize SOPs for the most complex workflows (returns, claims, exceptions) to improve speed and consistency.
- Run regular case reviews, coach team members, and enforce quality and accountability across all service interactions.
- Run monthly case calibration sessions to align quality standards across service team and BPO partners.
Skills, Qualifications and Experience We...