Customer Experience Executive

About HIDDEN

HIDDEN is an award-winning immersive entertainment company. We create and run real-world experiences licensed with global brands in major venues such as Jewel Changi Airport, National Gallery Singapore and Suntec City.

Our experiences include The Official Sherlock Holmes Experience, the world’s first licensed real-world Sherlock Holmes game, and Monopoly HIDDEN Singapore, which turns Singapore’s neighbourhoods into a life-size Monopoly board. We’ve welcomed more than 100,000 players across Singapore and New Zealand, and we’re building new experiences for markets overseas.

In Singapore, we have Experience Centres in Chinatown, Katong, Bugis, and the National Museum, with more on the way. Tickets and merchandise are sold here, and they also act as start and end points for our experiences.

We’re a small team that punches well above its weight. Find out more at hiddenxp.com.

The role

We are looking for a proactive, resourceful, and customer-focused Customer Experience Executive to support both individual customers and business clients.

You will handle customer enquiries, assist with bookings and experience-related issues, troubleshoot common operational and basic technical problems, manage complaints and service recovery, and coordinate with internal teams when needed. You will also help improve the customer experience by maintaining internal guides, reviewing feedback, and identifying recurring issues.

What you’ll do

• Respond to customer enquiries through WhatsApp, email, phone, and other support channels.
• Support individual customers and business clients with bookings, experience setup, gameplay access, and general enquiries.
• Investigate and resolve common operational and basic technical issues before escalating more complex cases.
• Gather relevant information, screenshots, and troubleshooting details for escalated cases.
• Follow up on open cases and keep customers updated until resolution.
• Handle complaints and service recovery professionally and empathetically.
• Review customer feedback and identify recurring issues or opportunities for improvement.
• Create and maintain FAQs, SOPs, troubleshooting guides, response templates, and internal documentation.
• Assist with administrative work and coordinate with Operations, Sales, Product, Technology, and Logistics teams when required.

Working hours

• 10am – 6pm
• Rotating weekend duty
• Public holiday work is included and compensated in line with the Employment Act
• Hybrid working arrangements (2 days work from home)

Requirements

• Minimum Higher NITEC, Diploma, or equivalent qualification.
• At least 1 year of experience in customer service, customer support, hospitality, operations, e-commerce, events, or a related field is preferred.
• Fresh graduates with strong communication and problem-solving skills are welcome to apply.
• Strong written and verbal communication skills in English.
• Customer-focused, patient, resourceful, and able to handle challenging situations professionally.
• Strong organisational skills with the ability to manage multiple enquiries, tasks, and follow-ups.
• Comfortable with administrative work, documentation, and learning new systems and digital tools.
• Able to work independently while collaborating effectively with the team.
• Willing to participate in rotational weekend duty.

Good to have

• Experience supporting both B2B and D2C customers.
• Experience handling complaints, escalations, service recovery, or customer feedback.
• Experience creating FAQs, SOPs, troubleshooting guides, or internal documentation.

What We Offer

• Opportunities to grow across customer experience, operations, and team leadership.
• Hands-on exposure to different areas of the business, including operations, product, logistics, and technology.
• Training and guidance to strengthen your customer support and problem-solving capabilities.
• Opportunities to take ownership of projects and contribute ideas for service and process improvements.
• Flexible work arrangements, including designated work-from-home days, where applicable.

Job Details

Employment Type: Full-Time

Working Hours: 10:00 AM – 6:00 PM

Work Location: 1092 Lower Delta Road, #06-05, Singapore 169203

Weekend Duty: Rotational within the team