Customer Care Assistant Manager

About Us

Love, Bonito is a digital-first company on a mission to empower the everyday Asian woman and inspire self-confidence. We are the leading direct-to-consumer womenswear brand, headquartered in Singapore, with an omni-channel presence across Indonesia and Malaysia, a retail franchise in Cambodia, and are fast expanding into international markets namely Japan, Hong Kong SAR China and United States of America.

Founded in 2010, we are proudly female-founded with more than 70% female representation across our organisation, leadership and STEM roles (#girlpower!). We raised a US$50M Series C round in 2021 and know that we’re on the cusp of something great, where we’re working towards becoming the most thoughtful brand globally, for the Asian female consumer, especially when it comes to our products, community and experiences.

There’s a lot more work to be done with all of our exciting plans. So we’re looking to team up with people who are wildly passionate about making an impact and be part of a dynamic team, in a workplace with no corporate BS (yes, you read that right!).

The Role

As the Customer Care AM/Manager, you will ensure the seamless operation of our customer care team. You will manage a team of customer service agents to deliver efficient and high-quality service across our support channels.

You are someone who believes in fostering customer connections through thoughtful service, continually raising the standard for what it means to delight our customers. Reporting directly to the Senior Manager of the Customer Marketing team, you will play a crucial role in cultivating a high-performance customer care team and enhancing the Love, Bonito service culture and overall experience.

You should have / be

• Passion for great customer service and experience 
• A strong advocator for our customers 
• A resourceful problem solver to address customer escalations
• A growth mindset – eager to contribute new ideas & optimise our ways of work
• Comfortable working with numbers to drive team productivity & performance
• Strong communication skills to relay customers’ pain points to internal teams
• Driven, proactive and adaptable to a fast-paced, changing environment
• A dependable team player with extreme ownership 
• A great mentor to our team of service agents

Main responsibilities

1. Service Experience Improvements

• Propose and implement service improvements to foster a first-class service culture
• Monitor trending customer inquiries and collaborate with internal teams for service or productivity-related improvements
• Optimise & manage our service tools, including: Service help desk, performance dashboards, report creation, FAQs and website widget
• Lead or support the implementation of new support channels and tools to improve our service delivery, including but not limited to: Live Chat
• Review and enhance our service policies and customer recovery processes
• Work closely with Product team to troubleshoot, impact size & prioritisation of bug fixes or new features
• Collaborate with our fulfilment team and troubleshoot any order-related issues, ensuring prompt updates to our customers
• Support any cross-functional project implementations on customer support related matters
• Collaborate with Retail, Communications and Marketing teams to ensure consistency in customer communications, across our channels
• Handle omnichannel customer escalations and provide thoughtful service recovery

2. High Performance Customer Care Team

• Responsible for team KPIs, such as: CSAT, response time SLAs, agent productivity
• Manage resourcing & budget of our Customer Care team, including: Enquiry volume forecasting, headcount proposal through to onboarding
• Work with our BPO partners to enable a scalable customer care team with consistent, high quality service
• Manage relations with our BPO partners, including: Contract agreements, invoicing and annual reviews
• Manage onboarding program for customer care agents from: training material creation, screening talent, interview and ensuring smooth agent onboarding
• Facilitate agent training sessions and briefings for ongoing campaign and promotional offers
• Support agent retention efforts with robust appraisal process and engagement programs

Qualifications & Experience

• Diploma or Professional Degree in a relevant field 
• 3-5 years in e-commerce, customer service or operations
• Proficient in using service desk tool (i.e Zendesk or equivalent) and CRM platforms
• Prior experience leading a team
• Comfortable with numbers and proficient in Excel

1. Flexible Work Arrangement

• Work from anywhere*!
• Hybrid work and adjustable hours - as long as present during our core working hours

2. Staff Wellness

• Comprehensive corporate insurance (Fully covered visits at our panel clinics, Dental coverage, Maternity reimbursement)

3. Learning and Career Development

• Learning and development (i.e. subscription plans to best-in-class resources, personal development fund etc)
• Dedicated leadership training for those of managerial responsibilities
• Friday pm off for learning

4. #TeamLB perks

• Generous staff discount off LB products
• Corporate partnerships with a variety of companies
• Welcome to #TeamLB swag and store gift cards (get your LB work outfit on us!)
• Employee driven peer-to-peer recognition platform to honour and celebrate everyday achievements
• Internal Referral programme