Support Delivery Manager II

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

📋 Description

• Taking responsibility for strategic accounts while serving as a trusted advisor in both business and technical areas to enhance customer satisfaction.

• Utilizing a data-driven approach to guide support, improve processes, and boost operational efficiency for our clients.

• Leading structured escalation management, which involves clear problem identification, action planning, risk evaluation, and communication at the executive level.

• Collaborating with both technical and business teams to address customer incidents and escalations, ensuring alignment with client expectations and organizational goals.

• Working alongside Engineering, Product, and Operations teams to resolve issues and implement sustainable root-cause solutions.

• Serving as a role model for calm, empathetic, and customer-focused leadership, particularly in high-pressure situations.

⛳️ Requirements

• Possess over 6 years of experience in customer support, service delivery, or technical account management roles.

• Have a background in account management or customer success within a technical setting or in technical support.

• Exhibit strong analytical skills in data assessment to identify ongoing process enhancements for service delivery.

• Have a solid understanding of networking, internet protocols (DNS, HTTP, TCP/IP), and foundational security or computing principles.

• Show capability in building trusted relationships with customers across various organizational levels.

• Demonstrate skills in stakeholder management, influence, and cross-functional alignment to drive change and achieve successful results.

• Possess strong written, verbal, and presentation skills, including the ability to convey complex technical information to diverse audiences.

• Ability to communicate and write in Mandarin; spoken Cantonese is a plus.

🏝️ Benefits

• We prioritize your health, well-being, financial security, and life outside of work.

• FlexBase adjusts to meet the needs of your role.