Manager of Client Support

About Us

At APA, we are committed to cultivating a workplace founded on integrity, where team collaboration, respect, and inclusion aren't just values — they are ingrained in the way we operate every day. We believe that by embracing diverse perspectives and fostering a supportive environment, we can collectively achieve outstanding results. Our culture is designed to empower each team member to contribute their unique ideas and skills, driving innovation and excellence across all facets of our business.

Job Title: Manager of Client Support

Location: Kuala Lumpur (Hybrid)

Department: Client Management

Job Responsibility

• Team Leadership
• Lead, mentor, and develop a team of client support representatives.
• Monitor team performance, provide regular feedback and conduct performance reviews.

• Foster a positive and collaborative team environment.

• Client Support

• Ensure timely and effective resolution of client inquiries and issues.
• Develop and implement support procedures and best practices to enhance client satisfaction.
• Handle escalated client concerns and provide solutions.

• Maintain high levels of client satisfaction through excellent service delivery.

• Strategy and Analysis

• Develop and implement strategies to enhance the client support experience and achieve service excellence.
• Prepare and present regular reports on team performance, client satisfaction, and support metrics to senior management.
• Monitor and analyze support metrics to identify areas for improvement.

• Collaborate with other departments to resolve client issues and improve services.

• Cross-functional Coordination

• Regularly cross-check with the Provider Team and Payment Team to ensure client balances, and all other related process flows are accurate.

• Address discrepancies promptly and ensure accurate transaction processing.

• Training and Development

• Train existing and new team members on company policies, procedures, and best practices.
• Identify training needs and provide ongoing development opportunities for the team.

• Stay updated on industry best practices and emerging trends to ensure the team is equipped with the latest tools and techniques.

• Compliance Adherence

• Collaborate with compliance teams to ensure that all client support processes adhere to industry regulations and standards.

• Continuous Improvement

• Lead initiatives to improve support processes and client experiences.
• Stay updated on industry trends and incorporate best practices into the client support function.
• Others

• Prepare and provide regular reports on work progress, including metrics and KPIs.

• Perform any other related lawful duties that may be given by the Management from time to time.

Job Requirements

• Bachelor's degree in business, finance, or a related field.
• Well verse in Microsoft Office application – especially in Microsoft Excel.
• Proven experience in a client support or customer service role in the payments industry.
• Strong leadership and team management abilities.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Ability to work night shift (4PM to 1PM), and flexible scheduling.
• Ability to collaborate effectively across departments.
• In-depth knowledge of payment processing, payment gateways, and related technologies.
• Strong knowledge of payment industry regulations and standards.
• Familiar with foreign exchange and foreign exchange quoting.
• Excellent interpersonal and communication skills.
• Strong verbal and written communication in English.
• Ability to communicate in Chinese including Mandarin is preferable.
• Strong leadership and team management skills.
• Strong problem-solving abilities and attention to details.
• Excellent customer-centric approach.
• Ability in handling, and managing confidential information responsibly.
• Adaptable and able to work effectively in a fast-paced environment.