Customer Success & Operations (Senior Executive) - #1168697

Join AquaLuxe, one of the fastest-growing household water dispenser brands in Singapore.

This is not a typical customer service job. Our operations run on an automated, AI-driven stack: enquiries get auto-replies, installation slots are proposed by algorithm, calendars sync themselves, and a daily reconciliation catches what slips.

You are the human brain on top of that machine — one person owning customer success, job scheduling, and logistics end to end: every inquiry answered, every install and service visit booked, every unit where it needs to be.

What you'll own

• Customer support. All customer WhatsApp and calls, personally. Every message answered fast — within minutes, not hours. Zero open threads at the end of day.

• Installation scheduling. Every paid sale gets proposed install dates within 24 hours (our system proposes the slots — you close the loop with judgment). The calendar is always right. Daily coordination with our installer; reschedules resolved same-day with both sides in the loop.

• Servicing. Warranty-schedule visits booked on time, filter replacements never missed, post-service feedback collected. Recurring revenue lives or dies on this.

• Events & fairs. You run them on the ground: booth setup, coordination during the fair, keeping things moving.

• Logistics. Stock movement end to end — units from storage to installations, delivery scheduling with sensible routes, stock in and out of fairs, restock runs before we run short.

• Product quality. You track product issues and servicing findings, spot recurring faults, and feed them back to our manufacturer — then drive the corrective action, from warranty claims to batch fixes, so the same problem never reaches ten customers.

• Drive operational efficiency. You'll identify the operational metrics that matter — response times, booking lead times, installer utilization, service completion — track them, and drive them in the right direction. While handling the day-to-day, you'll spot the patterns behind the numbers — the question you've answered thirty times, the reschedule that always takes three messages — and automate the repetitive edges yourself using AI tools. Anything deeper in our core systems, you flag it and we build it, often within days.

Who we're looking for

• Fast executor, fast reply. You act the moment something lands. Speed is the #1 trait for this seat and we will test it live in the interview.

• Warm, high-EQ communicator. Clear, friendly written English on WhatsApp; confident on the phone. Customers should feel taken care of, not processed.

• Sees the forest from the trees. While clearing today's queue you're spotting the pattern behind it. You think in constraints — installer capacity, travel routes, stock on hand — and know which lever to pull first to keep the whole operation excellent, not just which fire is loudest.

• Tech-savvy, AI-native. You use AI tools daily and you're comfortable with agentic AI. Hands-on experience with Claude Code, Codex, or similar agentic tools is strongly preferred — we run on an automated stack and you'll extend it. (Come ready to show us something you've actually built or automated.)

• A big plus: you're currently doing operations at a home-services company — aircon, plumbing, appliance servicing — scheduling field technicians and talking to customers every day.

What success looks like

• Customers get better, faster service — replies in minutes, installs booked within a day of paying, consistently.

• Installer and technician time is allocated effectively — tight routes, sensible days, no wasted trips — and the calendars stay accurate without the founder touching them.

• Fairs run smoothly: display setup, booth up, sales flowing, stock out.

• Repetitive work keeps disappearing, because you keep spotting it and automating it.

• The founder is fully out of day-to-day operations.