Customer Team Manager

1 day ago

Kota Damansara Selangor, Malaysia Kreloses Full time 60,000 - 120,000 per year

Customer Team Manager (Onsite – Kota Damansara)

Kreloses is a trusted provider of business management software, serving veterinary clinics, pet service providers, dental practices, and physio/chiro/aesthetic businesses across Malaysia, Indonesia, and the Philippines. We help businesses streamline their daily operations, improve efficiency, and deliver great customer experiences.

We are looking for an experienced and hands-on Customer Team Manager to lead our customer success and support operations from our office in Kota Damansara, Malaysia. This person will oversee a team of 10 support and success agents, ensuring that every Kreloses customer receives timely, effective, and empathetic assistance.

Responsibilities:

  • Lead, coach, and manage a team of around 10 customer success and support agents.
  • Oversee the full support process including tickets, calls, and Zoom sessions to resolve customer issues.
  • Review and optimize workflows, knowledge base content, and tools to improve efficiency and reduce repetitive issues.
  • Work closely with the product team to relay customer insights and contribute to product and user experience improvements.
  • Monitor team performance metrics, track customer satisfaction, and identify areas for improvement.
  • Develop and maintain clear support documentation and tutorials to improve customer self-service.
  • Take full ownership of the customer support function and ensure smooth daily operations with minimal supervision.

Requirements:

  • Minimum 5 years of experience in customer service or customer success management, with at least 5 years in a managerial or team-lead role overseeing people directly.
  • Proven experience supporting or managing customer teams for software or SaaS-based systems (non-trivial software).
  • Strong leadership skills with the ability to coach, motivate, and build accountability within a team.
  • Excellent communication skills and professionalism when dealing with customers.
  • Strategic thinker with the ability to improve processes and reduce support load over time.
  • Able to communicate confidently in Mandarin, Malay, and English, as our customers and team commonly use these three languages.
  • High level of autonomy and initiative — able to take complete ownership of the role.

Work Requirements:

  • Must be based in Malaysia and able to work onsite at Sunway Nexis, Kota Damansara (Monday to Friday).
  • Candidates must have full working rights in Malaysia. Visa sponsorship is not available for this position.

What We Offer:

  • Competitive salary with standard Malaysian benefits (EPF, SOCSO, EIS, and medical insurance).
  • Opportunity to lead and shape the customer team within a steadily growing SaaS company.
  • A collaborative and respectful work environment that values autonomy and accountability.
  • Convenient office location next to MRT with access to more than 300 nearby food options.

If you're passionate about leading a capable team and ensuring customers have an outstanding experience with Kreloses, we invite you to apply. Please submit your latest resume, cover letter, and LinkedIn profile through JobStreet.

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