We are hiring a Singapore-based candidate to join our Marketplace Operations team as a Customer Experience Manager. This person will oversee support for our paying users, in categories such as Jobs, Services, Cars and Property. 

This is a new role in Carousell. The Customer Experience Manager will be required to identify, set-up and manage a team of Customer Experience Specialists and the team’s processes, and identify and track the team's goals, and KPIs. The Customer Experience Manager will also be accountable for the team’s performance, and will report to the Marketplace Operations leadership team. 

The ideal candidate would be someone who thrives in manoeuvring through uncharted waters and unfamiliar environments, extremely process-oriented and efficient, and at the same time, able to empathise with users. 

This is a HQ-based managerial position, and you may be leading a team of Customer Experience Specialists or Interns, not necessarily based in Singapore. 
 

Responsibilities:

As the Carousell Customer Experience Manager responsible to provide support to our paying users, you will build a team of Customer Experience Specialists, design their work processes and identify and monitor the team’s goals and KPIs, communicate to other internal stakeholders technical issues and user feedback regarding the product, and be in-charge of reporting to Carousell Leadership. 

You and the team will be working on:

Customer Care
  • Assisting users with enquiries such as questions regarding product features or campaigns’ mechanics.
  • Troubleshooting technical issues
  • Creating visibility to user feedback to the rest of the organisation, and ensuring that they are worked on.

Listings Quality & Moderation 
  • Managing the moderation flow for listings in categories such as Jobs, Services, Cars and Property.
  • Ensuring the quality of listings in selected categories by identifying and implementing solutions to overcome problems faced in the marketplace.
  • Handling escalations regarding bad actions performed by users.

Dispute Management
  • Conducting investigations and mediation between users with transaction issues.

Candidate Profile:
  • A Carousell user and/or familiar with using the Carousell app and its features (include your Carousell username in your application!)
  • Have prior experience in similar Customer Service or Customer Experience positions, especially in serving Premium Users or Business Clients
  • Should preferably have led a team of Customer Experience professionals; otherwise able to show strong leadership abilities
  • Able to multitask and adapt quickly to changes
  • Fluent in spoken and written English (Second or Third Language skills will be a plus!)  
  • Possesses empathy and passion to understand and solve user needs
  • Loves engaging with users 
  • Tech-savvy and able to navigate confidently on available tools and systems
  • Familiarity with ticketing systems such as Zendesk is a bonus
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