Support & Customer Service Manager
1 day ago
We are seeking a dedicated **Support & Customer Service Manager** to lead our **Level 1 Support team** and ensure excellent service delivery across our self-service kiosk, SaaS software, turnkey and ticketing systems.
**Responsibilities**
- Manage the Level 1 Support team: schedule shifts, monitor daily performance, coach and guide team members
- Provide front-line support when required, covering for team members on leave or sick
- Attend **monthly customer support review meetings** with key clients and present service performance
- Join **weekly operations meetings** to report SLA results, highlight major incidents, and escalate unresolved issues
- Review and improve support processes to enhance responsiveness, productivity and service quality
- Coordinate with **Level 2 and Level 3 teams** for follow-ups on escalated technical cases
- Maintain a **strong customer service mindset**, ensuring positive and professional communication at all times
**Requirements**:
- Diploma or Degree in IT, Business, or related field
- Minimum **3-5 years’ experience** managing a helpdesk, call centre, or customer support team
- Good understanding of **SLA management, incident escalation and process improvement**:
- Excellent communication, leadership, and problem-solving skills
- Calm, patient and service-oriented personality
- Experience in the **self-service kiosks, SaaS, attraction ticketing, mobile and online systems** will be an advantage
**Job Types**: Full-time, Permanent
Pay: RM6,500.00 - RM8,000.00 per month
**Benefits**:
- Additional leave
- Health insurance
- Work from home
Work Location: In person
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