Customer Operations Specialist (Contract)

About EngageRocket

EngageRocket is an employee experience and people analytics platform. We help organisations listen to their employees, understand their workforce and turn insights into meaningful action.

Our team supports private- and public-sector clients in delivering employee surveys, leadership assessments and other large-scale listening programmes.

About the role

We are looking for a Customer Operations Specialist to support the smooth execution of customer programmes and day-to-day customer operations.

You will coordinate operational activities across active client projects, respond to routine customer support enquiries, and maintain the documentation and resources that help customers and colleagues work more independently.

Your priorities will shift according to business needs. During busy programme periods, your primary focus will be project coordination and delivery support. At other times, you will provide additional customer support coverage and contribute to documentation, training materials and process improvements.

This is a hands-on execution role. You will report to the Customer Support Lead, and work closely with Customer Success and programme leads across active client projects. You will not be expected to independently own senior client relationships, commercial decisions or complex consulting matters.

Employment Type: Full-time, fixed-term contract (initially 4–6 months)
Start date: As soon as possible
Working hours: Substantial alignment with Singapore business hours

What you will do

Execute customer programmes

Note: the balance of these areas shifts with business needs; during busy programme periods - which is most of this contract - project coordination is the primary focus.

• Coordinate timelines, actions, approvals and client inputs across assigned customer programmes.
• Maintain accurate project plans, trackers, delivery calendars and documentation.
• Follow up with internal and external stakeholders to keep agreed actions moving.
• Prepare meeting agendas, action notes, project updates and standard client materials.
• Coordinate the logistics of training sessions (scheduling, materials, follow-up), testing activities and approval checkpoints.
• Support survey configuration, testing, launch-readiness checks and routine post-launch monitoring.
• Identify overdue actions, delivery risks and potential blockers early.
• Escalate matters requiring client, commercial, technical or specialist judgement to the appropriate lead.

Resolve customer enquiries

• Respond to routine customer enquiries through the team’s designated support channels.
• Provide clear guidance on standard platform functionality and established processes.
• Investigate and document issues before escalating technical or complex matters.
• Keep customers informed while their enquiries are being investigated.
• Record cases and resolutions accurately, and follow up on outstanding items.
• Support the team in meeting its agreed customer service standards.

Improve how we work

• Turn recurring customer questions into reusable guides, templates and frequently asked questions.
• Maintain internal process documentation and customer-facing self-service resources.
• Support the preparation of training and onboarding materials.
• Identify recurring issues and opportunities to improve operational consistency.
• Help refine checklists, workflows and standard operating procedures.
• Share customer feedback and operational observations with the relevant internal teams.

What we are looking for

• At least 2–4 years in project coordination, client delivery or customer operations, with demonstrated experience keeping multiple workstreams and deadlines on track. Customer support experience is an advantage.
• Strong organisational skills and the ability to manage multiple workstreams.
• Excellent attention to detail, particularly when working with timelines, documents and structured information.
• Clear written and spoken English.
• A professional and customer-oriented communication style.
• Confidence following up with stakeholders and keeping actions on track.
• Sound judgement about what can be handled independently and what requires escalation.
• Comfort learning new software and troubleshooting routine user questions.
• Proficiency with spreadsheets, presentations, project trackers and shared documentation.
• The ability to work independently and reliably within a remote team.
• Availability during agreed Singapore business hours.

Preferred experience

• Experience working in a SaaS, consulting, research or professional-services environment.
• Experience supporting enterprise or public-sector clients.
• Familiarity with survey administration, platform implementation or data validation.
• Experience creating user guides, training materials or knowledge-base content.
• Experience using customer support or ticket-management systems.
• Comfort using AI tools to support planning, documentation and operational tasks.

You will do well in this role if you are

• Structured, dependable and highly organised.
• Careful without being slow.
• Proactive about following up and closing loops.
• Comfortable moving between planned project work and incoming customer enquiries.
• Calm when priorities or timelines change.
• Curious and willing to develop a strong understanding of the platform.
• Motivated by making work easier for both customers and colleagues.

What success looks like

Within your first few months, you will:

• Keep assigned customer programmes organised and progressing against agreed timelines.
• Ensure that actions have clear owners and deadlines.
• Identify risks before they become urgent.
• Provide accurate and professional responses to routine customer enquiries.
• Reduce the coordination and administrative burden on programme and account leads.
• Strengthen the team’s documentation and self-service resources.
• Become a trusted operational partner to the Customer Success and Support teams.

Data protection and confidentiality

You will be expected to handle customer information only through approved systems and in accordance with EngageRocket’s confidentiality, security and data-protection requirements. Access to customer information may vary depending on the requirements of individual accounts.

How to apply

Please submit your CV together with:

• Your current location
• Your earliest available start date
• A short example of a customer project or operational issue you helped coordinate or resolve