Job Description

BOM BOM is a fast-growing, SFA-licensed company founded upon the principle that all pets should have access to fresh, top-grade, scientifically-balanced foods at affordable prices. Nutrigenomic-based R&D, world-class supply chain management and cutting-edge technology ensure that BOM BOM remains a market leader in pet nutrition.


BOM BOM offers fresh meal customisation plans which optimise bioavailability, aid digestion and promote healthier immune systems. Not only do pets thrive on BOM BOM's fresh approach, but owners also enjoy the convenience of easy ordering, flexible deliveries and proactive nutritionist support.


BOM BOM is a result-driven company that bases its success on the well-being of its pet clients. Its mission is to ensure a measurably higher quality of life and extended longevity for pets via nutrition.


The Customer Solutions Manager plays a strategic role in shaping and delivering the premium customer experience that defines BOM BOM. You will lead the customer solutions function, overseeing the full order-to-delivery cycle, customer engagement, service quality, and cross-functional coordination. If you are passionate about people, pets, and premium service, and have a flair for team leadership, this is the perfect position for you!

Responsibilities

Lead and manage the Customer Solutions team to ensure operational excellence and service consistency across all touchpoints Oversee the full order cycle, proactively identifying and resolving issues to ensure customer satisfaction and operational efficiency Collaborate closely with logistics, operations, and commercial teams to improve customer journey and backend fulfillment processes Analyse customer feedback and service data to implement continuous improvements and customer retention strategies Develop SOPs, training materials, and service standards to uplift team capability and response quality Serve as escalation point for complex customer cases and ensure timely resolution Lead customer engagement initiatives such as brand ambassador programs and community outreach (especially in Korean and Singapore markets) Guide the team in managing omnichannel communications (chat, email, calls, social platforms) Maintain updated product knowledge and translate it into effective customer education Represent BOM BOM in customer-facing events and activities to drive awareness and loyalty Support localisation efforts and communication for our Korean market when needed

Requirements

Diploma or degree in Business, Communications, or related fields Minimum 8 years of customer service experience, with at least 3 years in managerial role Strong interpersonal and communication skills. Proficiency in Korean is preferred to liaise with our counterparts in Korea, but not a requirement. Able to standby online twice a month for weekend duty for 1 hour A meticulous customer-oriented thinker with a desire and willingness to roll up sleeves to get things done Adept at complex problem-solving Excellent interpersonal skills with the ability to work collaboratively Ability to multi-tasks, prioritize and manage time effectively Customer orientation and ability to handle all types of customers * A love for pets especially dogs and cats preferred