Job Description

About Us:

TTRacing is a leading brand of gaming chairs and ergonomic desks across Southeast Asia. We're known for delivering comfort, quality, and great customer support. As our Singapore business grows, we're looking for a hands-on

Customer Experience Manager

to lead our support efforts and ensure every customer interaction reflects our brand promise.

What You'll Do:

Lead and manage a remote customer service team

(currently 3 team members based in the Philippines)

Handle complex or escalated customer cases

, including high-value orders, unhappy customers, or tricky situations that need a personal touch

Own the returns and refunds process

, including cases raised via Shopee, Lazada, or other marketplaces

Monitor and maintain excellent customer ratings

across platforms such as Shopee, Lazada, Google Reviews, and more

Maintain and improve our internal SOPs

, ensuring prompt, consistent, and empathetic responses across all channels

Support the retail experience

by coordinating with part-time retail staff and ensuring smooth day-to-day showroom operations

Collaborate closely with the sales, operations, and marketing teams

to share feedback, improve processes, and preempt issues

Track KPIs and customer feedback

, using data to identify trends and opportunities to improve service quality

What We're Looking For:

2-4 years of customer service or customer experience experience, ideally with team leadership responsibilities Strong problem-solving and conflict-resolution skills -- you're calm under pressure and good with tough conversations Experience handling returns, refunds, or platform-based escalations (e.g. Shopee, Lazada, Shopify, etc.) Familiarity with marketplace platforms and a track record of

maintaining strong customer ratings and reviews

Organized and responsive -- you keep conversations moving and don't let tasks fall through the cracks A team player who brings positivity, accountability, and care to every customer interaction Bonus if you've worked in e-commerce, retail, or managed part-time/on-ground teams before

Why Join Us?

Shape the voice and service experience of one of the region's fastest-growing ergonomic brands Manage a lean, capable support team and grow your leadership skills Be part of a collaborative team that values initiative, empathy, and impact. Opportunities for career growth in a fast-moving and supportive environment
Job Type: Full-time

Pay: From $4,000.00 per month

Benefits:

Employee discount Free parking Parental leave Professional development
Schedule:

Monday to Friday Weekend availability
Supplemental Pay:

Overtime pay Performance bonus
Experience:

Customer service: 2 years (Preferred)
Work Location: In person

Expected Start Date: 02/07/2025