Head of Customer Service - Global

• Own the strategy and execution of the entire Customer Service function across Southeast Asia
• Build and lead a high-performing team spanning Booking Desk, Documentation Control, and Escalation Management
• Set and improve KPIs including CSAT, NPS, First Response Time, Resolution SLA, and Retention Rate
• Implement Lean, Six Sigma, and automation best practices to remove inefficiencies and scale effortlessly
• Drive cross-functional initiatives with Product, Ops, Tech, and Sales to ensure end-to-end customer satisfaction
• Create structured escalation management and issue resolution frameworks with internal and external stakeholders
• Monitor VOC (Voice of Customer) insights and use them to refine playbooks, process flows, and journey maps
• Represent Customer Success in leadership meetings and proactively drive product/process improvements based on service feedback

• MBA from a reputed institution (Bachelor’s in Business or Engineering preferred)
• 10+ years in service leadership roles across customer operations, success, or support
• At least 3 years in logistics, freight forwarding, or international supply chain experience (preferred)
• Deep knowledge of CX design, service operations, and contact center management
• Lean Six Sigma Black Belt certification preferred
• strong track record of process optimization
• Visionary yet execution-driven — someone who can scale from 0 to 1, then 1 to 100
• Strong communicator, people leader, and cross-functional collaborator
• Empathy-first mindset paired with data-driven decision-making

Lean Six Sigma Black Belt certification

• A leadership seat to design and scale customer service across Southeast Asia
• Access to digital customer experience tooling and automation infrastructure
• A global team culture that values experimentation, empathy, and ownership
• Fast-paced environment with autonomy to build and lead from the front
• A chance to transform how customers experience global logistics — and build a legendary service organisation