Customer & Community Experience Manager

About GetGo Technologies

GetGo is Singapore’s largest and fastest growing carsharing platform that enables everyone with the freedom to drive, without the burden of ownership. Our vision is to be APAC’s #1 carsharing platform as we seek to create a mobility ecosystem that’s shared and sustainable for all.

About the Role

This is an exciting role that reports to our Head of Customer and Community Experience. You will be leading Customer and Community Experience (CCX) team that supports our customers in Singapore. You will be expected to adopt a customer-centric as well as data-driven approach to deliver a delightful and trusted customer experience to hundreds of thousands of customers across their journey with GetGo. You will also take ownership of and manage our community groups on Facebook and Telegram.

Day to Day Activities

  • Be the key voice of customer representative within the company and own our CCX journey, policies, and procedures
  • Own the Singapore CCX metrics such as customer satisfaction, response and resolution times, and team efficiency
  • Provide management with regular reports and actionable insights on the above CCX metrics
  • Ensure that the CCX team meets the required service response times through the improvement, development, and implementation of policies and procedures that leverage on technology, training, and content development
  • Manage GetGo’s Community Platforms on Facebook and Telegram to promote a trustable and cohesive GetGo community
  • Lead, coach, train, and manage a passionate and high performing cross-border CCX team
  • Be responsible for 24/7 Singapore operations
  • Cultivate a strong Singapore GetGo community and drive community engagement programs
  • Handle critical escalations and investigations to follow-up and close of CCX issues
  • Partner with the Product and Technology teams to innovate and enhance our CCX systems to achieve operational efficiencies
  • Partner with the Marketing and Operations team to ensure continuity of our service
  • Manage and lead crisis communications and operations when required

About You

  • At least five (5) years of experience in a high-volume, multi-channel Customer Experience and/or Customer Service function
  • Well-verse in crisis communications and management; hands-on experience will be a plus
  • Experienced people leader and team player who is passionate about helping others perform at their best
  • Customer-obsessed with the desire to create a world-class Customer and Community Experience
  • Analytical and data-driven in decision making; familiarity with MS Excel is required for reporting
  • Excellent verbal and written communication skills with a solid record of cross-functional collaboration; copywriting experience will be highly valued
  • Highly responsible with a strong bias for action, with the ability to operate independently when given the right guidance and empowerment
  • Familiarity and experience with customer support technology platforms such as Intercom, Zendesk, and/or Twilo
  • Candidates with COPC certification are preferred
  • Strong personal alignment with our GetGo values:
    • Get it going!
    • Stay curious and humble
    • Drive innovation & improvement
    • Keep it simple
    • Empathise deeply
    • Collaborate for success
    • Enjoy the ride

What We Offer

  • Vibrant, fun, and dynamic working environment
  • Medical benefits including health insurance, leave enhancement benefits, etc.
  • Staff discount when driving with GetGo
  • Training and development courses
  • Contributing part of the success in building a fast growing car sharing platform