Job Description
Customer Success Executive (Domestic Helper Services)
About Phluid Match
Phluid Match is a Singapore-based startup dedicated to serving the global helper community through a helper-centric platform.
Leveraging AI technology, we simplify the process of matching and managing domestic helpers, creating a seamless and efficient experience for modern households.
About the Role
As a Customer Success Executive, you will be the primary point of contact for clients after their helper has been successfully placed. You will build strong client relationships, address enquiries, ensure customer satisfaction, and manage replacement requests from start to finish.
You will also play an important role in growing our business by encouraging referrals from satisfied clients and earning commissions for successful referral cases.
Key Responsibilities
* Respond promptly to client enquiries via phone, WhatsApp, and email
* Manage helper replacement requests, including assessing eligibility, coordinating suitable candidates, and keeping clients informed throughout the process
* Handle sensitive situations such as compatibility concerns, performance issues, or misconduct cases with empathy and professionalism
* Maintain accurate case records and ensure compliance with MOM regulations
* Resolve and de-escalate customer complaints while identifying recurring issues for continuous improvement
* Build strong relationships with existing clients and encourage referrals
Requirements
* 1–2 years of experience in customer service, recruitment, HR, or a related field
* Experience in candidate sourcing, matching, recruitment, or HR case management is preferred
* Knowledge of MOM Foreign Domestic Worker (FDW) regulations is an advantage
* Strong communication skills in English; proficiency in Mandarin or Malay is a bonus
* Patient, organised, detail-oriented, and committed to delivering excellent customer service
* A proactive attitude with the ability to follow through and manage multiple cases effectively
What We Offer
* Competitive salary with referral-based commission opportunities
* A supportive and fast-growing startup environment
* Opportunities to work with AI-driven solutions that are transforming the domestic helper industry
* Meaningful work that positively impacts families and the global helper community
