Customer Service Manager

Role overview

Rida Global is seeking a Regional CustomerSupport Operations Manager to lead the operating model, service quality andcontinuous improvement of our distributed customer and driver support functionfrom our Singapore headquarters.

The role will connect Singapore-basedcustomers, operations, product and engineering teams with Rida's remote supportoperation, including the Philippines support centre. The successful candidatewill own service levels, workforce planning, quality assurance, escalations,training and the rollout of AI-assisted support workflows.

Key responsibilities

• Own day-to-day governance andperformance of Rida's distributed customer and driver support operation acrossWhatsApp, Respond.io, Zendesk and other designated channels.
• Lead remote team leads andsupport agents, including capacity planning, shift coverage, attendance,coaching, performance management and service continuity.
• Set and monitor response-time,resolution-time, quality, documentation and escalation standards; maintaintraceable records and management reporting.
• Manage critical customer,driver and operational escalations and coordinate resolution across Singaporeoperations, account management, product and engineering teams.
• Design and maintainquality-assurance reviews, calibration sessions, case audits andcorrective-action plans.
• Build and maintain supportplaybooks, knowledge-base content, SOPs, onboarding programmes and recurringtraining.
• Deploy and improve AI-assistedsupport workflows, ticket classification, suggested responses, automation andhuman-review controls.
• Analyse contact drivers,recurring incidents and service data to identify product, process andoperational improvements.
• Prepare customer-facing andmanagement service reports, contribute to service reviews and track agreedimprovement actions.
• Support business-continuityplanning, access controls, data protection and appropriate handling ofconfidential customer and driver information.
• Provide escalation coverageoutside standard office hours when required by live operations.

Requirements

• Diploma or Bachelor's degree inBusiness Administration, Operations, Customer Experience, Communications or arelated discipline; equivalent relevant experience may be considered.
• At least 5 years of experiencein customer support, contact-centre or service operations, including at least 2years leading team leads or agents.
• Demonstrated experiencemanaging distributed, remote or offshore support operations and coordinatingthem with a headquarters or client-facing team.
• Hands-on experience withomnichannel support platforms such as Respond.io, Zendesk, WhatsApp Business orcomparable systems.
• Strong experience in workforceplanning, service-level management, quality assurance, incident escalation andperformance reporting.
• Experience implementing supportautomation, knowledge-management or AI-assisted customer-service tools.
• Able to coach teams, writeclear SOPs and communicate professionally with customers, drivers and internalstakeholders.
• Strong judgement, composureduring live incidents and willingness to support time-sensitive operations whenrequired.