Client Solutions Executive

About the Job

As Client Solutions Executive, you own the client experience across active placements — from onboarding through to placement completion.

You are the operational bridge between the client, the nanny, and internal team, accountable for smooth service delivery, issue resolution, nanny quality, and client retention for the confinement nanny package and related products (eg. confinement herbs, lactation support, extended care).

Responsibilities

• Own end-to-end service delivery for active placements, ensuring each runs smoothly from onboarding to placement completion
• Serve as the primary point of contact for clients throughout the placement, managing expectations and resolving issues promptly to ensure a seamless client experience
• Coordinate client-nanny matching and manage handovers, replacements, and escalations when placements are disrupted
• Monitor placement health and proactively intervene on at-risk cases before they escalate
• Maintain and track the nanny database, keeping records of nanny availability, placements, and status accurate and up to date
• Uphold nanny quality standards by monitoring nanny performance, logging incidents and feedback, and flagging underperforming or at-risk nannies for review
• Liaise with operations on work permit applications, insurance coordination, and required documentation to keep placements compliant
• Drive client satisfaction, retention, and repeat business through consistent service quality
• Support upsell of add-on products and services (confinement herbs, lactation support, extended care) where they serve the client's needs
• Maintain accurate tracking of placements, issues, resolutions, and service activities in internal systems
• Perform any other duties as assigned to support service quality and business objectives

Requirements

• Prior experience in client service, operations
• Strong communication and interpersonal skills
• Strong problem-solving abilities and composure under pressure
• Bonus if you have CEI certification
• Require mandarin speaking as most nannies are only able to communicate in mandarin