Global Customer Service Lead
Singapore
Listed on 2026-02-28
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IT/Tech
HelpDesk/Support, Technical Support
Coffee Meets Bagel is a women-founded, women-led organization created to give everyone a chance sense of belonging and connectedness we get from relationships not only helps us survive, but thrive, and we’re working to make it a little easier for people to find that. We’re inspired by the stories we hear from employees, friends, and family who have used CMB to transform their lives, and you too can make a difference by joining us!
As one of the largest venture-backed dating applications in the world, with significant growth in both North America and Asia, we’re growing fast and need talented engineers to help us grow even more. Our goal is to create the next-generation dating platform that can handle the massive scale and flexibility needed to build an app that feels local to everyone, whether you live in Seattle, Singapore, or Saskatoon.
We believe in empowering our team to think and build big, and you’ll have the ability to help us rebuild core parts of our system from the ground up. We value the importance of work-life balance, so we offer a flexible work environment where you have the freedom to work from anywhere and coordinate your own hours. Overall, we’re a collaborative bunch who care for our daters and our team members, believe in our mission to solve hard problems, and want you to join us on this journey.
About the role:
Coffee Meets Bagel’s vision is to inspire singles to share and connect authentically. We make lasting impressions on people’s lives by helping them form meaningful connections with other amazing singles.
We’re looking for a seasoned and strategic Global Customer Experience Lead to lead Coffee Meets Bagel’s CX team into its next stage of growth. This person will be accountable not only for day-to-day operational excellence, but also for defining the vision, systems, and global structure that allow the CX function to scale across languages, regions, and time zones—while delivering exceptional user care at every touchpoint.
Our ideal candidate brings deep functional expertise in CX, a proactive and data-driven mindset, and the ability to advocate for users while also aligning with broader business goals. You must be capable of operating as both a departmental strategist and a hands‑on problem solver, building a high‑trust culture internally and with our users. Fluency in both written and spoken English and Mandarin Chinese is required (to coordinate with our internal teams in North America and Asia).
What you’ll be responsible for:
Strategic Leadership & CX Vision- Define and continuously evolve the global CX vision, strategy, and roadmap aligned with company KPIs and brand values.
- Build a CX organization capable of supporting multi‑language and multi‑time‑zone operations, with strong SLA monitoring and accountability.
- Set the standard for CX documentation, including internal playbooks, policy guides, escalation protocols, and service frameworks to ensure consistent service quality.
- Serve as the voice of the user across product, trust & safety, brand, engineering, and executive leadership conversations.
- Drive CX team Gen AI strategy and implement best‑in‑class industry tools to meaningfully increase team productivity and customer satisfaction.
- Lead a team of 3–5 (and growing) Customer Experience Associates, ensuring all support interactions are timely, brand‑aligned, and solution‑oriented.
Build systems that enable P0 and P1 issue responsiveness without needing prompting, and define protocols that allow CX to take charge when it matters most. - Partner closely with Engineering, Product, and QA to surface, triage, and resolve product issues quickly—with clear impact sizing, root cause analysis, and feedback loops.
- Proactively identify and communicate CX trends, patterns, and early warnings to Brand, Trust & Safety, and Product in a manner that enables faster, organisation‑wide action.
- Translate CX insights into clear recommendations for product, marketing, and business decisions.
Track and report CX metrics (e.g., FRT, CSAT, contact rate, and escalation volume) while promoting automation and self‑service…
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