Job Description

Location: Singapore


As the global monetary system strains under rising debt, inflation, and policy uncertainty, BullionStar's mission is clear: to return gold and silver to their rightful place as trusted, reliable forms of money. Having established ourselves as Singapore's leading bullion dealer, powered by advanced technology, real-time pricing, and exceptional customer service, we have now expanded into the United States and New Zealand, marking a significant step forward in our international growth!


If a fast-paced, high growth, dynamic and multi-cultural environment excites you, join us on our journey.


Interested in the bullion industry? Love being around gold & silver all day? We are hiring an individual for a Sales & Customer Support Manager role. This role offers the opportunity to lead and develop our customer support team in a call centre environment, ensuring that every customer interaction reflects our commitment to excellence, integrity, and service quality.

About BullionStar

BullionStar is the leading bullion dealer in Singapore. With BullionStar, customers are offered a modern platform for trading and holding physical bullion. The online platform is complemented with a newly renovated and expanded bullion shop, showroom and vault in Singapore. BullionStar has an excellent reputation with a review rating of 4.9 on Google Reviews based on more than 5,500 genuine customer reviews.


We lead in technology - We are the most modern bullion dealer in the world employing proprietary cutting-edge technology into our age-old industry. Excellent leadership opportunity - With us, you will lead a growing customer service team and work closely with precious metals experts to shape our service standards.

Roles & Responsibilities:

Lead, manage, and motivate a team of customer support specialists in a call centre environment to deliver exceptional service standards. Oversee day-to-day operations of the customer support department, including call handling, email responses, and service quality monitoring. Establish and refine customer service procedures, policies, and performance standards to ensure operational excellence. Drive team performance through regular coaching, training, and feedback sessions to ensure consistent achievement of KPIs and service targets. Manage escalations professionally, resolving complex customer issues promptly and effectively. Analyse and report on customer service metrics, identifying trends and implementing process improvements. Collaborate with other departments to ensure a seamless customer experience and alignment on company objectives. Maintain a strong focus on accuracy, confidentiality, and compliance with company policies and data protection standards. Foster a positive team culture that encourages collaboration, accountability, and continuous improvement.

Skills & Experience

Established track record of managing sales or customer service teams in dynamic, commercially focused setting. Strong operational leadership skills, able to adjust quickly to shifting market conditions, refine workflows, and maintain high standards of execution. Analytical and confident using data, KPIs, and performance metrics to optimize workflows, strengthen team output, and support data-driven decision-making. Experienced in guiding teams through change, enhancing processes, and embedding efficient, sustainable workflows. Ability to maintain a calm, professional, and decisive approach, resolving complex situations with empathy, clarity, and authority. Excellent communicator who is naturally collaborative, and able to motivate and inspire their team.

Who Should Apply?

Please apply if you possess all of the below skills and characteristics:

Leadership:

Proven ability to lead, coach, and inspire a team to achieve results and uphold service standards.

Customer-Oriented:

Passionate about delivering outstanding customer experiences and ensuring every customer is treated with respect and professionalism.

Analytical:

Able to interpret data, identify trends, and translate insights into actionable improvements.

Excellent Communicator:

Strong verbal and written communication skills with proficiency in English. Fluency in additional languages and/or dialects is a plus.

Adaptable:

Capable of multitasking and prioritizing effectively in a fast-paced environment.

Professional:

Displays integrity, sound judgment, and a commitment to upholding company values.

Qualifications

Diploma or Degree in Business, Communications, or related field. Minimum 3 years of experience managing a customer support or call centre team. Previous experience in the financial services or e-commerce sectors will be advantageous.

Location & Work Hours

You will be located at BullionStar HQ situated between Chinatown and Clarke Quay, with Clarke Quay MRT located just across the road for convenient commuting.


5-day work week, 1 Saturday inclusive.

Salary and Benefits

The salary is dependent on your capability, experience and skills. The typical starting salary is from SGD 4,000 to SGD 6,000 per month for a driven candidate, plus up to 3 months' bonus. In addition, BullionStar provides an Annual Wage Supplement (AWS) equivalent to 1 month's salary. BullionStar furthermore offers reimbursement of medical bills and access to an employee health and fitness benefit program.