About The Role

[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.