Customer Support Lead

About Rida

Rida is a fast-growing Singapore startup that is transforming deliveries, one batch at a time.

Let’s face it - with rising e-commerce and multiple third-party logistics (3PL) riders headed, oftentimes, in the same direction, package, route, and vehicle optimizations have gone haywire. The result—high delivery costs for merchants and jams for the rest of us!

At Rida.ai, we are tackling logistics inefficiencies headlong.

Our algorithms batch orders and aggregate 3PL quotes, finding the best delivery options. Merchants make use of our wide choice of delivery windows to dispatch orders in a smarter manner. And platforms and marketplace use our APIs to launch delivery services in a matter of days!

In short, fewer rides but more deliveries in the ecosystem. And for merchants, higher revenues at lower costs.

About the role

If what we do inspires you, then consider joining us as a Customer Support Lead, where you will work closely with a diverse team! This position will lead and direct the entire Customer Support department and is responsible for ensuring quality requirements are met as well as creating customer satisfaction and meeting customers’ expectations.

How you will drive impact at Rida

• Possess business acumen with excellent communication skills

• Excellent analytical skills, partnered with a positive attitude and high learning agility and is able to take on new challenges/ responsibilities

• Develop and implement customer support policies and procedures that support employees to proactively handle and resolve customers’ issues promptly and effectively

• Establish and harmonize all customer care processes with corporate initiatives including reporting and resolution processes

• Handle escalated customer’s complaints or queries

implement and manage universal ticketing system: zendesk

• Track and improve CSAT score

• Manage and deploy a team of support representatives according to customer’s requests

• Work closely with the team to investigate customers’ complaints and to identify the root cause(s) and implement agreed improvement initiatives

• Partner closely with other cross-functional teams to translate business needs and product requirements into new solutions for customers

• Establish, track and monitor customer satisfaction standards and other performance metrics

• Conduct regular trending analysis for support issues to identify targeted training needs, design improvements, and other related improvements

• Represent customer support department as a representative during management meetings, providing reports on progress (KPIs and OKRs) and other customer support-related details