Customer Experience (CX) 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 new leadership role that reports to our Chief Operating Officer. You will be leading a growing CX team that supports our customers in Singapore and beyond. 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.

Day to Day Activities

  • Be a key voice of the customer within the company and own our CX journey, policies, and procedure
  • Own CX metrics such as customer satisfaction, response time, efficiency, and cost
  • Provide management with regular reports and actionable insights on these CX metrics
  • Improve, develop, and implement policies and procedures, through leveraging technology, training, and content development, to optimize CX operations and delight our customers
  • Lead, coach, train and manage a passionate and high performing CX team
  • Manage 24/7 regional operations and teams
  • Define and triage issues, and assign and maintain appropriate service response times
  • Handle critical escalations and provide timely follow-ups to close off CX issues
  • Build up the team to support increased operating scale, complexity internationally
  • Partner with marketing, operations, enforcement, and tech teams to ensure continuity of service and enhance our overall CX

About You

  • At least five (5) years of experience in a high-volume, multi-channel CX/CS function in a consumer technology or tech-enabled firm and leading 24/7 CX/CS operation teams
  • Degree in business management / psychology / communications or similar field of studies preferred.
  • People leader and team player who is passionate about helping people to perform at their best
  • Customer-obsessed with the desire to create a world-class CX
  • Highly analytical and data-driven in decision making and management, with strong aptitude in MS Excel a must
  • Highly responsible with a bias for action, with the ability to operate independently when given the right guidance and empowerment
  • Excellent verbal and written communication skills with a track record of collaborating across functions
  • Familiarity and experience with customer support technology platform such as Intercom, Zendesk, and/or Twilio
  • Strong alignment with our GetGo Values:
    • Get it going!
    • Stay curious and humble
    • Innovate constantly
    • Keep it simple
    • Collaborate for success
    • Enjoy the ride

What We Offer

  • Vibrant, fun, and dynamic working environment
  • Medical benefits including health insurance
  • Staff discount when driving with GetGo
  • Monthly structured cross-functional training programs

Interested candidates, please email your resume to hr@getgo.sg