Customer Support Team Manager

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Collaborate as a member of the Operational management team and act as a primary contact for daily operations.

• Encourage accountability, teamwork, and a culture of continuous learning within the team.

• Acquire and disseminate knowledge regarding tools and workflow processes.

• Update team members on issues, product details, and releases within stipulated timeframes.

• Aid in the development and optimization of procedures and implement process or system modifications to enhance efficiency.

• Coach, inspire, reward, guide, and support performance through one-on-one sessions, team meetings, and feedback.

• Oversee compliance guidelines, manage service operations, identify gaps in knowledge articles, and address those deficiencies.

• Establish and evaluate performance trends to encourage improvement.

• Track service-level objectives and manage impacts when making decisions for the team.

• Approve training requests, team briefings, and other absences.

• Lead escalation processes, identify operational or service delivery challenges, and suggest solutions.

• Promote personal and professional growth through constructive feedback.

• Address complex issues, inquiries, or complaints and direct unique problems accordingly.

• Deliver exceptional customer service and/or technical support.

⛳️ Requirements

• At least 3-5 years of Team Management experience, overseeing a team of Customer Support Advisors in a BPO/Contact Centre setting.

• Proficient in providing high-level assistance to both team members and customers.

• Demonstrates high levels of initiative with the ability to plan and prioritize tasks effectively.

• Well-organized, methodical, and thorough in approach.

• Strong problem-solving capabilities with the ability to swiftly identify key issues and deliver effective solutions.

• A team player who can build excellent relationships with all internal teams.

• Possesses a growth mindset and is a proactive, self-motivated individual.

• Experience and capability for remote work.

• Proficient in English, both spoken and written, with strong comprehension skills.

🏝️ Benefits

• Fully remote work opportunity based in Malaysia.

• Competitive salary package.

• Necessary equipment provided.

• Home office allowance available.

• A Buddy assigned upon joining.

• Access to an online Gym and Wellbeing Studio.

• Opportunities for professional development and growth.

• Engaging company events and team outings.

• Autonomy and responsibility in your role.