Customer Support Manager

Why this role matters

The primary responsibility is overseeing a team of Support Executives and Leads, which makes up 80% of the role. Additionally, the role focuses on efficiently resolving customers' issues within the designated regions, which comprises the remaining 20% of the duties.

The role is based in our office in Kuala Lumpur, Malaysia. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.

What you'll actually do

• Team Performance & KPI Management: Monitor and analyse team performance, identify gaps and improvement opportunities, manage quarterly KPIs, and participate in performance calibration.
• Recruitment & Workforce Planning: Lead regional recruitment and internal mobility activities while partnering with Workforce Management to forecast headcount and maintain appropriate staffing capacity.
• People & Performance Management: Manage employee performance throughout the annual cycle, including quarterly reviews, self-appraisals, 360° feedback, PIP/PDP processes and performance-related discussions.
• Talent Development & Coaching: Identify development needs, conduct coaching and feedback sessions, manage skill matrices and 9-box reviews, and support employees' career and capability development.
• Employee Lifecycle & Engagement: Oversee onboarding, probation, relocation, employee engagement, team-building, disciplinary matters and offboarding while partnering closely with HRBPs.
• Workforce Scheduling & Resource Management: Oversee weekly scheduling, leave management, overtime and night-shift allocation to ensure adequate operational coverage and effective use of resources.
• Customer Service & Operational Excellence: Drive productivity, quality and customer-service standards while monitoring service trends, volumes, backlogs and operational priorities.
• Business Reviews & Stakeholder Management: Prepare and lead monthly and quarterly business reviews, ensure data accuracy, establish action plans, and collaborate with Sales and cross-functional stakeholders across regions.
• Quality, Customer Experience & Incident Management: Monitor QA and CSAT performance, participate in quality calibrations, identify improvement opportunities, and work with relevant stakeholders to manage operational incidents and their impact.
• Projects & Continuous Improvement: Lead or contribute to projects, process improvements and company initiatives by providing operational insights, coordinating deliverables, supporting customer-related events, and driving continuous improvement across the function

Who we’re looking for

• Bachelor’s Degree in Business Administration, Management, Operations, Communications, or a related field; equivalent relevant experience may also be considered.
• 7+ years of experience in Customer Support, Customer Service Operations, Service Quality, or a related operational environment.
• Proven people management and team leadership experience, including performance management, coaching, talent development, and employee engagement.
• Strong understanding of customer service operations, workforce/capacity planning, operational KPIs, quality, and performance management.
• Strong analytical and problem-solving capabilities, including root-cause analysis, process mapping, trend analysis, and translating data into actionable improvements.
• Experience in process and continuous improvement, including developing SOPs, improving operational processes, and driving efficiency; Lean or Six Sigma exposure is advantageous.
• Strong stakeholder management and cross-functional collaboration skills, with experience working across functions such as Sales, Product, Data, KYC, Payments, Quality, HR, and Workforce Management.
• Strong working knowledge of Excel and Google Sheets; experience with Salesforce, Tableau, or other CRM/data visualisation tools is advantageous.
• Strong leadership behaviours, including ownership, accountability, integrity, collaboration, sound decision-making, adaptability, and resilience in a fast-paced environment.
• Advanced written and spoken English, with the ability to communicate and influence effectively across frontline teams, management, senior stakeholders, regions, and cultures.

What we offer along the way

• Competitive salary and annual performance bonus
• Full relocation support for you and your family — flights, housing, visas, and legal assistance included
• Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
• Unlimited learning opportunities: external courses, English lessons, career and leadership development
• Education allowance covering school and kindergarten fees
• 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
• Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
• “Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
• Employee share scheme — grow with us
• Meal and transport allowance
• Free gym membership and monthly wellness allowance for your sport or fitness of choice
• Holiday flight and accommodation coverage after 1 year of service

What your journey looks like

1. TA Interview (30 minutes)
2. Test Task (3 working days)
3. Final Interview (1 hour++)

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