Senior Specialist, Customer Service Operations

About Secretlab

Secretlab is a global gaming chair brand trusted by over three million customers worldwide with significant presence in the United States, Europe, and headquartered in Singapore.

Role Overview

We are seeking a Senior Specialist in Customer Service Operations to enhance the delivery and efficiency of our customer service function. This role focuses on strategic improvement rather than frontline ticket handling or team management. You will act as a senior contributor identifying operational challenges, crafting effective solutions, and spearheading projects that span Customer Service, Technology, Logistics, Finance, Data, and external partners.

Your initiatives will aim to reduce avoidable customer contacts, expedite issue resolution, ensure consistent service quality, and lower service delivery costs. Projects may include implementing customer self-service tools, refining cancellation and refund workflows, automating warranty processes, incorporating AI into customer support, conducting quality assurance at scale, managing BPO transitions, and launching new customer service platforms.

Key Responsibilities

• Manage and enhance customer service operational metrics by tracking key indicators to identify trends and risks promptly.
• Act swiftly during performance dips by leading recovery efforts, investigating root causes through data and interaction analysis, and driving sustainable improvements.
• Produce detailed, actionable reports on performance changes, underlying issues, corrective measures, and outcomes following incidents.
• Lead comprehensive projects aimed at optimizing processes and customer journeys to reduce recurring inquiries and eliminate key pain points.
• Collaborate across departments such as Logistics, Technology, Finance, and Product teams to resolve root causes of operational challenges.
• Take full ownership from defining project scope and business justification to implementation planning, performance measurement, and solution refinement post-launch.
• Enhance customer service systems by optimizing platform configurations and translating operational requirements into technical specifications for internal and external teams.
• Drive AI and automation strategies including self-service, agent assistance, and quality assurance tools to minimize manual workload while maintaining customer experience standards.
• Support BPO management by assisting manpower planning, service level monitoring, and performance troubleshooting across internal and external teams.
• Establish and maintain operational protocols, workflows, and escalation procedures for BPO partners, managing onboarding, migrations, and vendor transitions without disrupting customer service.
• Facilitate alignment among cross-functional teams around problem identification, trade-offs, and solution proposals.
• Proactively tackle project obstacles and escalate critical decisions with thorough analysis and clear recommendations.

Candidate Requirements

• Minimum four years of experience in Customer Operations, Customer Experience Operations, Business Operations, Process Improvement, Programme Management, Product Operations, or related fields.
• Demonstrated success in driving operational enhancements from analysis to measurable outcomes with high accountability.
• Strong analytical abilities to dissect operational data, identify trends, determine root causes, estimate impacts, and set meaningful success criteria.
• Systems thinking capability to understand interdependencies across customer experience, policies, workflows, technology, staffing, and upstream processes.
• Proficiency in translating operational challenges into clear process maps, business requirements, and system logic.
• Advanced skills in Excel or Google Sheets; familiarity with SQL, BI tools, or dashboards viewed as advantageous.
• Experience in collaborating with technical teams on system integrations, data structures, limitations, and testing protocols.
• Proven project execution skills encompassing planning, managing dependencies, testing, implementation, and stabilization post-deployment.
• Excellent written communication aptitude with a history of influencing diverse stakeholders.
• Balanced judgement in managing customer experience, operational costs, fraud risks, and business needs.

Additional Advantages

• Background in e-commerce, retail, marketplaces, or consumer goods involving physical orders, fulfillment, returns, and warranty processes.
• Experience with BPO operations, contact center workforce planning, vendor transitions, or management of multi-site service operations.