Customer Support Manager
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

We are looking for a Customer Support Manager who:

  • Is passionate about driving superior customer support to our clients through policies, procedures and setting of goals.
  • Truly enjoys working in a team and collaborating with others to understand, discover and recommend ways to continuously improve our customer experience & product
  • Is always looking to learn and improve – an independent self-learner who stays up to date on industry products & trends and loves to share knowledge/experience
  • Is a driven leader, able to align the customer support team behind strategic business priorities and to motivate key stakeholders to strive for continuous improvement at all levels.

 What you will do:

  • Formulate strategic support policies, procedures and tools that scale as our product & solutions expand globally
  • Develop service level agreement key performance indicators (KPIs) and dashboards to drive success and customer delight
  • Monitor service level dashboards to ensure compliance to KPIs & determine corrective action to address non-compliance with set SLAs and KPIs
  • Set direction for continuous improvement of operational procedures and customer experience
  • Drive and oversee resolution of operations and support center tickets
  • Explore opportunities to improve support ticket response rate
  • Conduct user support
  • Drive advocacy for customer needs by providing feedback to the product development team
  • Train and manage a team of customer support specialists, setting goals and priorities, allocating accountability among team members while managing their career development

You meet all or most of these requirements:

  • Bachelor degree required with at least 5-8 years’ experience in a Customer Support Managerial role.
  • A proven track record in services and/or support management for a SaaS solution with at least 2-3 years in a managerial position
  • Familiar with enterprise architecture frameworks, database administration and systems, and application monitoring tools.
  • Experience leading & managing a cross-cultural team
  • Excellent customer relationship and communication skills
  • Strong analytical and problem-solving skills, with the ability to comprehend and troubleshoot from a data & customer-oriented point of view, and propose sustainable solutions 
  • The ability to manage many high priority tasks at the same time
  • Lots of energy, a strong entrepreneurial spirit, and excitement about being part of something big

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