Customer Experience Lead

About Us

Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.

Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally.

Besides its SaaS business, Circles operates three other distinct businesses:

• Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity.

• Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide.

• Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year.

Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.

About This Role

We’re seeking a strategic and experienced Customer Experience Lead to lead our NPS strategy and  drive AI-enabled service transformation.. This role is instrumental in shaping the voice of our customers into tangible improvements while enabling high performance and innovation within the CS team.

You’ll work closely with cross-functional stakeholders including Product, Tech, Growth, and Market Ops to ensure every customer touchpoint is driven by insights, efficiency, and service excellence.

What you will be doing:

NPS Strategy & Execution (Core Focus)

• Lead the end-to-end Net Promoter Score (NPS) performance strategy with a strong focus on driving score improvement.
• Develop and implement customer survey strategies and methodologies, generating actionable insights that drive improved customer experience across all touchpoints
• Analyze feedback trends, customer verbatims, and NPS drivers by market or product to uncover insights that matter.
• Build and maintain dashboards or reports that clearly communicate trends, themes, and market-specific challenges.
• Manage end-to-end insights generation - from data gathering to generating leadership reports and cross-functional stakeholder engagement
• Deliver exceptional service to all customers throughout the customer journey with the aim of driving customer satisfaction and inspiring customer loyalty
• Manage regular stakeholder updates, presenting insights and action plans
• Drive NPS across the company - drive buy-in and accountability among cross-functional teams (Product, Tech, Marketing, Markets Ops, and more)
• Propose and track initiatives derived from NPS insights, showing tangible customer and business impact

System Improvements & AI Initiatives

• Support Head, Customer Experience in driving digital transformation and self-help tools at service touch points
• Implementing digitalization and self-help capabilities at customer touch points to achieve Next Generation Servicing and Leading Customer Experience.
• Drive AI initiatives within CS – including chatbot improvement, smart routing, agent assist tools, and automation
• Analyzing data to identify trends for automation, process improvement and operational efficiency through Generative AI
• Monitor and evaluate the performance of AI solutions, making necessary adjustments to optimize outcomes.
• Collaborate with product and tech to design, implement, and optimize AI solutions
• Monitor outcomes and continuously iterate on initiatives for operational efficiency

What we are looking for

• 3 - 7 years of experience in CX, Service Excellence, Customer Insights, or CS Ops roles
• Experience in  managing NPS or similar customer feedback programs
• Knowledge in AI/automation solutions in customer support
• Familiarity with Zendesk, Halo, Freshdesk or similar tools
• Knowledge of AI concepts is preferred
• Strong analytical skills
• Excellent project management,cross-team collaboration and stakeholder engagement capabilities
• Passionate about coaching and driving excellence within customer-facing teams

Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.

To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program.

Please do not forward resumes to our jobs alias, Circles, employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS.