Role Title: Customer Success & Operations Executive

Reports To: CEO

Work hours: 11 am to 8 pm Singapore time with a 1-hour lunch break

Work location: Remote

Role Summary:

You will support the Customer Success and Operations functions, ensuring excellent client after-sales experience, smooth delivery coordination, accurate platform catalogue management, efficient vendor collaboration, and continuous process improvement. The role is key in providing operational support for sales closure, ensuring customer satisfaction post-sale, managing vendor relationships, and maintaining the integrity of our product catalogue across all selling channels.

Key Responsibilities:

Customer Success Responsibilities:

• Manage post-sales client inquiries regarding product usage, maintenance, and aftercare (e.g., mould issues, cleaning advice).
• Issue invoices and chase balance payments where applicable.
• Maintain CRM updates daily and support clean CRM reporting weekly for post-sale client status, delivery satisfaction, service issues, and ongoing relationship health.
• Identify upsell and cross-sell opportunities with existing customers & act on them with the help of the sales team.
• Conduct post-delivery satisfaction calls/emails/messages and WhatsApp follow-ups to maintain client loyalty.

Operations Responsibilities:

• Track & coordinate all deliveries/installations (local & international) and manage all logistics partners and internal logistics team.
• Conduct monthly showroom and warehouse stock audits.
• Organise and oversee incoming shipments (custom and standard orders), ensuring proper stock-in and delivery allocation.
• Manage work orders and POs for customized orders.

Catalogue Management Responsibilities:

• Own the product catalogue across all sales channels (showroom, website, CRM/Odoo, Amazon).
• Update product descriptions, pricing, stock statuses, and images as needed.
• Ensure that all new product launches or discontinued items are accurately reflected across platforms.

Process Improvement Responsibilities:

• Continuously review, propose, and implement improvements across customer service workflows, ops coordination, vendor management, and catalogue accuracy.
• Identify bottlenecks and suggest automation or simplification where applicable.

• 1–3 years in customer service, operations, or admin
• Good English communication skills
• Organized, detail-oriented, and good at follow-ups
• Familiar with CRM tools (e.g., HubSpot, Odoo, etc.)
• Basic invoicing and payment tracking knowledge
• Able to coordinate deliveries and shipments
• Tech-savvy and quick to learn new tools
• Proactive and a problem-solver
• Can work remotely and independently
• Available 11 AM–8 PM Singapore time