Customer Happiness Supervisor, Apac

We're making our mark in Singapore, and you'll be our first permanent Customer Happiness hire in the region This role is your chance to shape and lead our customer support presence in APAC, building the foundation for an exceptional support experience. The ideal candidate would be someone who is able to commit to 8am-4pm (local hours) patterns, with occasional weekend shifts. About Yoto Yoto is a screen-free interactive audio platform for kids. We make carefully connected audio players that kids control, with no microphones, cameras or ads. We have a catalogue of audio that inspires creative play and learning with 1,000 titles in our card store from top creators, publishers and labels - think Disney, Marvel, Roald Dahl and Universal Music. We also create Yoto Originals like this one . Featured in Bloomberg's 25 UK startups to watch in 2023. Ranked 9th in Fast Company's Most Innovative Companies in 2024; and featured in the Sifted 100 fastest-growing startups across the UK&I by revenue growth. Second fastest growing tech company in the UK, in Deloitte Fast50 2023. Named one of TIME Magazine's Top 100 Inventions of 2020 We're 140 employees spread across the UK, US and France and growing We're on a mission to be the soundtrack of childhood, and help families on their own unique adventures. By creating products that inspire independent play, we help families discover and grow with an inspiring world of audio - and we would like you to help us achieve it Yoto's Customer Happiness Team We have a wonderful, growing community of Yoto customers, and the Happiness Team has the crucial job of looking after them. Our potential and existing customers like to get in touch with us from all regions of the world, and they can contact us through many channels, including email, live chat and social media. The main aim of the team is to provide an unparalleled 24/7 support service to customers across all platforms. What you'll be doing : Work closely with a team of external agents (BPOs) to deliver top-tier customer support, overseeing training and performance. As the first Customer Happiness Supervisor in Singapore, you'll set the standard for customer service excellence in the region. Oversee multi-channel support across email, live chat, phone, SMS, social media, and marketplaces, ensuring Yoto's voice is consistent across all platforms for both current and legacy products. You'll have a direct impact on how our customers experience Yoto in APAC. Cover agreed hours with occasional weekend shifts, adapting to seasonal peaks to maintain high customer satisfaction during busy times. Meet activity targets and gather valuable customer feedback to drive product and service improvements, playing a central role in Yoto's growth and presence in APAC. Provide first-line technical advice and pre/post-sales support, drawing on our knowledge base and technical team to help customers make the most of their Yoto products. Leverage your experience to enhance online support resources for both in-house and customer use, empowering the team and improving self-service options. Collaborate with the Marketing team to ensure a consistent brand approach across all customer-facing responses, shaping Yoto's presence in APAC. Work effectively in a remote setup, with potential for office-based work, supporting agreed hours and establishing best practices for a future-ready team. What you'll bring: Over 3 years' experience as a Customer Support Supervisor or Manager in a fast-paced environment, ready to make an impact and drive excellence. Proven ability to build and refine teams, policies, and processes that raise the bar for customer support. Strong grasp of support performance metrics and how to leverage them to elevate the customer experience. Hands-on expertise with help desk platforms like Zendesk, HubSpot, Gorgias, or similar tools, as well as Shopify. Experience working with BPOs, with a keen eye on managing external support for seamless service delivery. Positive, outgoing, and team-focused, with a knack for problem-solving and an inspiring approach to leadership. Customer-obsessed, with clear and professional communication that's approachable and in line with our brand. Proactive, solution-driven mindset, always aiming to set the team up for success in achieving customer happiness. Confident working remotely with cloud-based tools to keep connected and productive. Friendly, hands-on, and personable, ready to roll up your sleeves to deliver on targets and lead by example. Flexible with shift work, including weekend cover during peak months, to ensure seamless customer support. Salary: S$80,000 - S$90,000 based on experience What you can expect from Yoto: Flexibility: Remote working until the Singapore office is set up, after which it would be a choice-based approach. Summer Hours policy to use between the months of June and August. Financial: Generous employee referral bonus scheme, Central Provident Fund (CPF) employer contributions. Health & Wellness : Group Life and Disability Cover, Healthcare (single cover). Time Off: 20 days annual leave plus 11 national holidays. On top of this, you also receive your birthday off, plus 1 extra day of holiday for every year worked after you hit your 2 year anniversary, up to 5 extra days. After 4 years of service, you are also eligible for our sabbatical policy offering up to 3 months' of unpaid sabbatical. Helping Families: Variety of family-friendly leave, including fertility, pregnancy loss and carers leave. People & Planet: Up to 2 volunteer days a year. A Book Allowance to contribute to your professional development. Fun Perks: You receive your very own Yoto player and starter pack of cards And you will get the chance to meet the global team at our annual YotoFest Equity and Diversity At Yoto, we love creating a world where childhood is rich with discovery and joy. We're also passionate about building a workplace where everyone can thrive - both professionally and personally. We value flexibility and give our team the freedom to balance life and work in ways that suit them. We're committed to fostering a safe, diverse, and inclusive environment where all individuals, regardless of their background, feel valued and supported. Our Diversity, Equity and Inclusion group holds bi-monthly forums to elevate diverse voices and perspectives, ensuring everyone at Yoto feels heard, respected, and appreciated. We don't just embrace differences - we celebrate them. We share audio content from a vibrant and diverse community of creators ( check out our DEI selection ), and we are building a team that reflects that same diversity. We invite candidates from all walks of life to explore opportunities with us and join a company that champions flexibility, equity, and inclusion. Take a look at our website for more information on our approach to People and Planet . Please only apply or engage with Yoto jobs posted on our careers page ( careers.yotoplay.com or careers.yotoplay.com/en ). All correspondence from our Talent team will only come through Teamtailor, our application tracking system.