[What the role is]

The Customer Innovation (CI) Division drives the development and operationalisation of digital platforms that connect and support Singapore enterprises. This role sits within a small, focused team responsible for ensuring platform readiness and smooth day-to-day operations as new products go live.

[What you will be working on]

This portfolio plays a key part in supporting the successful launch and ongoing operations of a new digital platform serving Singapore enterprises.

Helpdesk & Operations Setup

• You will design and document end-to-end helpdesk workflows, including ticket categorisation, escalation paths, response templates, and resolution timeframes

• Develop standard operating procedures (SOPs) for common support scenarios and incident management

• Establish service level agreements (SLAs) and key performance indicators (KPIs) for support team response times

• Develop incident response procedures for various platform scenarios

Documentation, Content & Knowledge Management

• Support the Platform Administrator in developing comprehensive FAQ documentation covering platform features, common issues, and troubleshooting guides

• Create and maintain user guides for different user roles and permission levels

• Build and maintain a knowledge base of solutions for recurring issues

• Develop training materials and conduct briefings to internal stakeholders managing enterprise touchpoints for a seamless enterprise experience

• Coordinate with product teams, subject matter experts, and business units to gather platform-related content and requirements

• Facilitate content review sessions to ensure stakeholders validate the accuracy and completeness of documentation

• Maintain content update schedules and version control for all platform documentation

• Create templates and guidelines for stakeholders to submit platform-related information

• Establish review and approval workflows for content updates from various departments

Platform Health Monitoring

• Support the Platform Lead in implementing monitoring tools and dashboards to track platform performance metrics

• Monitor platform performance and functionality, identifying and reporting any issues or anomalies

Contact & Stakeholder Management

• Assist with the onboarding and offboarding of contacts (e.g. service providers, government agencies, and business associations) from various business units

• Develop and manage an enquiry dashboard for tracking and reporting purposes, ensuring the contact database is updated, accurate, and relevant

• Coordinate the reporting by contacts on their engagement status

• Handle and resolve platform-related queries from companies and contacts

[What we are looking for]

What You'll Be Using and Applying

• Experience in technical support, platform operations, or a related field, with at least 2 years in a relevant role

• Ability to design and document operational workflows, SOPs, and helpdesk processes with clarity and rigour

• Skilled in translating technical concepts and platform functionality into clear, accessible documentation for varied audiences

• Experience developing monitoring frameworks, tracking performance metrics, and using data to surface operational insights, with proficiency in Microsoft Excel or SQL preferred

• Strong project coordination skills, with the ability to manage multiple content streams, stakeholder inputs, and documentation workstreams concurrently

• Degree in any discipline, or equivalent work experience

How We Work Together

We value individuals who demonstrate our CoRE values – collaborating effectively across teams, engaging others with respect, acting with courage to speak up and make decisions, and being enterprising in taking ownership, learning continuously, and driving outcomes in a dynamic environment.