A leader in Shipping and Logistics company is currently expanding and looking for highly qualified candidates for the Customer Service Solutions Lead position based in Singapore.

Job Responsibilities: Serve as the lead representative from the business side to drive enhancements and long-term improvements for customer service systems. Recommend and lead initiatives that strengthen operational efficiency, frontline enablement, and digital customer service experience. Prioritize improvement efforts based on impact, feasibility, and alignment with business needs and customer expectations. Translate operational and service-related feedback into actionable system requirements in collaboration with internal teams and external vendors. Develop and propose business cases for new system features or tools that enhance service delivery and user experience. Define key performance indicators and success benchmarks for service system functionalities, ensuring ongoing optimization. Work closely with regional teams to ensure consistency in systems use, training, and implementation practices across markets. Coordinate with relevant teams on testing, validation, and rollout of system enhancements. Support broader service improvement initiatives and participate in transformation projects where needed.
Requirements: Minimum 10 years of experience in customer service operations, systems optimization, or service process transformation. Familiarity with CRM platforms, digital service tools, and frontline system needs. Demonstrated success in leading cross-border or enterprise-level projects. Strong ability to translate operational challenges into system-driven solutions. Excellent collaboration, communication, and stakeholder engagement skills. Proactive, results-oriented, and comfortable working in a fast-paced, matrix environment. Exposure to the logistics, supply chain, or transportation industry is preferred but not mandatory.
Airswift care deeply about equity, diversity and inclusion, and we actively seek talent from diverse and underrepresented groups. Please do send your CV to us if you meet most, but maybe not all of the requirements