Customer Experience and Operations Executive

About PRISM+

PRISM+ is Singapore’s leading homegrown electronics brand, with a presence across key markets in Australia, Malaysia, and the Philippines. The brand’s mission is to make premium technologies accessible to the masses—disrupting established industries with innovation and value that goes beyond the product. Founded in 2017 as a direct-to-consumer (D2C) display technology specialist, PRISM+ quickly grew to become the number one monitor and smart TV brand in Singapore. Best known and loved for its affordable premium offerings and award-winning customer experience, the brand has expanded to include a wide range of affordable premium home electronics and appliances.

Join PRISM+ and become part of a journey where innovation meets impact. Discover a career where your ideas matter, your growth is nurtured, and together we create a brighter tomorrow.

Responsibilities

• Lead and manage a team of technicians and in-house agents to achieve operational success.
• Ensure teams are delivering excellent operational standards for both experience and quality that are set out.
• Develop and run projects to solve business operational problems structurally.
• Manage workload for the team to ensure the timely completion of projects.
• Create and maintain reports for overall team performance.
• Analyze data to highlight trends and develop a resolution playbook.
• Handle complex escalations and critical customer issues with a structured, solution-oriented approach.
• Perform other operational and ad-hoc duties as required by the team.
• Asset and logistical management.

Qualifications & Requirements

Education

• Diploma or Degree in Business, Operations Management, Engineering, or a related field.

Experience & Skills

• 1–3 years of experience in customer service, operations, or technical support environments.
• Prior experience in coordinating or leading technicians / ground operations teams is advantageous.
• Strong problem-solving skills with the ability to manage complex operational issues and escalations.
• Comfortable working with data, including reporting, analysis, and identifying trends to drive improvements.
• Good organizational and workload management skills, with the ability to handle multiple priorities in a fast-paced environment.
• Proficient in Microsoft Excel and reporting tools (e.g., Google Sheets, dashboards); familiarity with CRM or ticketing systems is a plus.
• Hands-on, proactive, and able to work independently with minimal supervision.