Senior Customer Service (SCS) Lead, Retail Customer Care at Apple

, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

30 Mar, 26

Salary

0.0

Posted On

30 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Coaching, Mentoring, Performance Development, Team Environment, Inclusive Leadership, Analytical Skills, Problem-Solving, Process Re-engineering, Project Management, Communication Skills, Interpersonal Skills, Bilingual, Customer Service, E-commerce Experience

Industry

Computers and Electronics Manufacturing

Description

At Apple, we believe in creating experiences that delight our customers at every touchpoint. We’re looking for a dynamic and empathy Senior Customer Service Team Leader to inspire and guide a specialized team of Senior Customer Service Specialists dedicated to providing world-class support for our Apple Store Online and Retail customers. DESCRIPTION In this pivotal role, you will be at the forefront of ensuring exceptional customer experiences by leading a specialized team dedicated to resolving complex escalations and providing expert guidance to our Senior Customer Service Specialists. You'll empower your team to navigate challenging situations, recover customer trust, and drive timely, effective resolutions. Beyond day-to-day operations, you'll champion team well-being, foster a high-performance culture, and leverage insights from customer interactions to identify systemic issues and drive impactful process improvements that elevate our overall service delivery. MINIMUM QUALIFICATIONS Minimum 3 years of leadership experience managing a customer service team, with a strong emphasis on coaching, mentoring, and performance development Demonstrated ability to foster a positive, supportive, and high-performing team environment, prioritizing team well-being and engagement Strong inclusive leadership skills, including the ability to create a respectful, equitable and safe environment where all voices are valued Proven track record in identifying and translating insights from customer interactions into impactful process improvements Superior analytical and problem-solving abilities Experience in process re-engineering and project management Demonstrated ability to make sound, consistent decisions that balances customer experiences while protecting organization’s interests and policies. Capacity to navigate ambiguity and provide clear direction Outstanding communication and interpersonal skill Fluent in English and Korean May require working non-standard business hours such as evenings and weekends PREFERRED QUALIFICATIONS Experience in e-commerce is highly desirable

Responsibilities

Lead a specialized team dedicated to resolving complex escalations and providing expert guidance. Champion team well-being and drive impactful process improvements based on customer insights.