CaterSpot Hiring! Full Time Customer Service Manager in Federal Territory - Ricebowl

About CaterSpot

CaterSpot is a profitable, fast-growing workplace food platform headquartered in Singapore. We help companies seamlessly manage food for their offices, from meetings and events to office celebrations, recurring employee meal programs, and pantry services.

We are looking for a Customer Care Manager to lead our customer care team and raise the bar for how we serve our clients, vendors, and internal teams.

About the role

As Customer Care Manager, you will be responsible for leading a team of 4 customer care agents and owning the performance, quality, and continuous improvement of the customer care function.

You will be accountable for team performance, hiring, onboarding, coaching, performance appraisals, and, when necessary, managing underperformance. You will also be expected to improve how the team works by introducing better processes, tools, automation, and performance metrics.

You will report directly to the Head of Operations and work closely with teams across Operations, Sales, Account Management, Product, and Vendor Management.

What you’ll own

Team Leadership & People Management

• Lead, manage, and develop a team of 4 customer care agents
• Own the team’s day-to-day performance, including service levels, response quality, productivity, and customer satisfaction
• Hire, onboard, train, coach, and retain high-performing customer care team members
• Conduct regular 1:1s, performance appraisals, feedback sessions, and development plans
• Manage underperformance directly and constructively, including performance improvement plans when needed
• Build a strong team culture of accountability, ownership, service excellence, and continuous improvement
• Manage team schedules and shifts to ensure the right level of coverage across business needs, including occasional weekend support

Customer Experience & Service Quality

• Own service quality across customer care interactions, including email, chat, phone, and internal support channels
• Lead the resolution of complex issues, escalations, complaints, and service failures
• Monitor customer interactions and provide structured feedback to improve quality, tone, speed, and resolution
• Identify recurring customer pain points and turn them into process, training, or product improvement opportunities
• Partner with the Head of Operations to improve customer care workflows, escalation paths, and cross-functional coordination
• Ensure the team delivers a consistent, reliable, and customer-first experience

Metrics, Process Improvement & Tools

• Own and improve key customer care metrics, such as first response time, resolution time, CSAT, escalation rate, QA scores, backlog, productivity, and service level adherence
• Use data to diagnose issues, spot trends, and make decisions that improve team performance
• Build and maintain dashboards, reports, and operating rhythms that make team performance visible and actionable
• Introduce better customer care practices, tools, templates, automations, and workflows
• Stay current with customer support best practices, AI tools, automation, knowledge management, and service operations trends
• Continuously improve how the team works so customer care becomes faster, more consistent, more scalable, and more proactive

What you bring

• Proven experience managing a customer care, customer support, customer service, or operations support team
• Direct experience owning people management responsibilities, including hiring, onboarding, coaching, performance appraisals, and managing underperformance
• A track record of improving team-level customer care metrics, not just handling escalations personally
• Strong understanding of customer support operations, service quality, workforce planning, and performance management
• Experience using customer support tools, helpdesk systems, reporting dashboards, automation, AI tools, or workflow improvement platforms
• Strong judgment in high-pressure situations, especially when handling escalations or service failures
• Excellent communication skills, with the ability to give clear feedback, align stakeholders, and lead through ambiguity
• A customer-first mindset combined with a strong bias for data, process improvement, and measurable outcomes
• Flexibility to support occasional weekend shifts or urgent operational needs

You may be a strong fit if you have

• Managed a team of customer care or support agents, not just acted as the most senior agent on the team
• Been accountable for team hiring, firing, performance reviews, coaching, and development
• Improved customer care metrics through better processes, training, tools, or automation
• Built dashboards, SOPs, training programs, or escalation playbooks
• Helped a customer care team move from reactive support to a more proactive, scalable, and performance-driven function

Why CaterSpot

• Build and scale the customer care function in a fast-growing, profitable startup
• Own a critical team with direct impact on customer experience and operational performance
• Work in a high-ownership, performance-driven environment with clear progression opportunities
• Partner closely with the Head of Operations and company leadership
• Competitive compensation, medical benefits, and hybrid working
• Open and inclusive culture with accessible founders and an open-door policy
• Progressive time-off that increases yearly
• Annual offsite retreat and monthly team experiences