Customer Support Manager

We are looking for a motivated and experienced Customer Support Manager to lead our customer support department. The role is responsible for driving superior customer support to business clients through effective leadership, robust policies and processes and a strong focus on customer satisfaction.

The ideal candidate will have proven experience in customer service management, excellent communication and analytical skills, and the ability to mentor and motivate a team to achieve service excellence.

Key Responsibilities

Leadership & Department Management

• Manage the day-to-day operations of the customer support department to ensure smooth and efficient service delivery.
• Lead, train and mentor the customer support team to achieve performance targets and maintain a customer-first culture.
• Conduct regular performance reviews, coaching sessions and team meetings to ensure individual and team growth.
• Build and maintain strong relationships with key clients, acting as a liaison between the customer and the corporate office.
• Lead quarterly meetings with department heads to align goals, share insights and address cross-functional challenges.

Customer Service Excellence

• Oversee all customer interactions across communication channels (live chat, email, etc) to ensure professionalism, accuracy and timely responses.
• Handle escalated complaints or complex service issues, coordinating with relevant departments (operations, finance, logistics, legal) for resolution.
• Ensure adherence to service standards and SLAs, continuously improving processes to enhance response and resolution times.
• Stay up to date with company products, services, policies, industry trends and ensure the team is well-informed.

Process & Policy Improvement

• Design, implement and continuously refine customer service policies, procedures and best practices.
• Develop and execute training programs to strengthen team capabilities and customer-handling skills.
• Proactively identify recurring issues, customer feedback trends and improvement opportunities to enhance overall customer experience.
• Collaborate with internal teams to optimize workflows and resolve operational bottlenecks.

Reporting & Insights

• Track and analyse customer support KPIs such as response time, resolution rate, satisfaction scores and complaint trends.
• Prepare periodic reports and draw actionable insights for management review.
• Collect and interpret customer feedback to guide service enhancements and product improvements.

Knowledge & Resource Management

• Oversee documentation of customer interactions, feedback and resolutions in the company's CRM or ticketing system.
• Support the creation and maintenance of FAQs, knowledge bases and internal training materials.
• Ensure consistent communication of updates related to products, procedures and trends to the entire support team.

Other Responsibilities

• Collaborate closely with sales, operation, finance and legal teams to ensure seamless coordination and customer satisfaction.
• Execute other related duties or special projects as required.

Requirements / Qualifications

• Education: Diploma or Degree in Business Administration, Communications or related field.
• Experience: Minimum 4–6 years in customer support or client service with at least 2 years in a supervisory or managerial capacity.

• Technical Skills:

• Proficient in CRM or ticketing systems (e.g, Zendesk, Freshdesk, Salesforce).

• Comfortable with Microsoft Office or Google Workspace for reporting and documentation.

• Other Skills:

• Excellent verbal and written communication in Malay and English.

• Strong leadership, people management and coaching skills.
• Analytical and data-driven approach to decision-making.
• Ability to manage multiple priorities and maintain service quality under pressure.
• Customer-focused mindset with a proactive attitude toward problem-solving and improvement.