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Customer Care Manager

2 weeks ago

Petaling Jaya, Selangor, Malaysia Private Advertiser Full time 90,000 - 120,000 per year
Position Overview

We are a dynamic new start-up seeking an experienced Customer Care Manager to lead, and scale our customer support operations. This role is critical in building the call centre from the ground up — including technology selection, process creation, recruitment, training, and performance management. The ideal candidate has hands-on experience launching a call centre, understands the challenges of a fast-growing environment, and is passionate about delivering exceptional customer experiences.


Key Responsibilities

1. Customer Care Setup & Framework

  • Design and implement the customer care structure, workflows, and standard operating procedures (SOPs).
  • Select and roll out CRM and communication tools (e.g. cloud-based telephony, helpdesk/ticketing systems).
  • Define key metrics such as response time, service levels, and escalation pathways.

2. Team Building & Development

  • Recruit, train, and lead a high-performing customer care team.
  • Develop training materials and programs for both onboarding and continuous improvement.
  • Set up quality monitoring and coaching frameworks to ensure consistent service excellence.

3. Daily Operations Management

  • Oversee day-to-day operations to ensure smooth handling of customer inquiries across all channels.
  • Track and analyse performance indicators (AHT, FCR, CSAT, NPS, SLA).
  • Manage shift planning, workload allocation, and team productivity.
  • Conduct regular performance reviews and implement improvement plans.

4. Customer Experience & Relationship Management

  • Drive a customer-first culture and ensure every interaction reflects care and professionalism.
  • Handle escalated cases with empathy, clear communication, and solution-driven follow-up.
  • Gather and analyse customer insights to identify service improvement opportunities.

5. Strategic Planning & Continuous Improvement

  • Identify areas for automation, process enhancement, and efficiency gains.
  • Plan for scalability and resource growth in alignment with business expansion.
  • Partner with cross-functional teams (Sales, Product, Marketing, Operations) to align customer care strategies with company goals.

Essential

  • Minimum 5 years of experience in customer service or call centre operations, with at least 2 years in a leadership role.
  • Proven track record in setting up or scaling a customer care or call centre function is highly preferred.
  • Strong understanding of call centre operations, customer service metrics, and industry best practices.
  • Hands-on experience with CRM platforms, cloud telephony, and workforce management systems.
  • Excellent leadership, coaching, and people development skills to build and motivate a high-performing team.
  • Strong analytical and data-driven mindset, with the ability to interpret KPIs and drive continuous improvement.
  • Exceptional communication, problem-solving, and conflict-resolution skills with a customer-first attitude.
  • Highly adaptable and resourceful, able to thrive in a fast-paced, growth-oriented environment

Preferred

  • Experience in start-ups or high-growth companies.
  • Knowledge of omnichannel customer support (phone, email, live chat, social media).
  • Familiarity with customer experience frameworks (e.g., NPS, Voice of Customer).
  • Multilingual skills are a plus.