We are looking for Customer Care Lead in Malaysia.

Malaysia Customer Care operates in an AI-first setup, ensuring stable service delivery while turning frontline operations into a source of learning for automation, process improvement, and customer experience.

This role combines daily Customer Care operations, quality control execution, agent coaching, escalation management, and local customer insight reporting.

The global team will provide the core methodology, tools, dashboards, QA framework, product knowledge base, and operating standards. Your role is to make them work locally: lead the team, maintain service discipline, ensure communication quality, surface risks early, and act as the bridge between local operations and the global Customer Care team.

This is a hands-on leadership role for someone who can operate independently, communicate clearly, and turn guidance into consistent execution.

What you will do:
1) Team Leadership

• Lead, coach, and develop the local Customer Support team.

• Drive team performance, accountability, and continuous improvement.

Foster adherence to customer service standards and operational excellence.

2) Service Operations

• Own daily service performance, including coverage, queue health, SLA achievement, and escalations.

• Ensure discipline in ticket tagging, routing, and process compliance.

Monitor operational performance and proactively address service gaps.

3) Quality Assurance

• Own the quality of customer support delivery based on the Global Customer Care QA methodology.

• Lead QA activities for both support agents and the chatbot.

• Monitor complaints, failed interactions, and harmful or misleading responses.

• Identify root causes of service failures and ensure preventive actions.

• Provide visibility into quality risks, customer pain points, and complaint trends.

4) Continuous Improvement

• Identify recurring issues, broken workflows, and unstable service areas.

• Turn frontline insights into structured improvement initiatives for processes, knowledge base, chatbot, and product.

• Translate QA findings into actionable improvements for Training, Knowledge Management, Bot Development, BPMN, and Operations.

5) Cross-functional Collaboration

• Partner closely with Training & Knowledge Management, BPMN, Bot Development, Product, IT, and Operations to improve the customer experience.

• Drive cross-functional initiatives to enhance service quality, operational efficiency, and customer satisfaction.

What you should have:

• 5+ years in customer service / contact center operations

• 2+ years in a team lead or ops management role

• Experience managing multi-channel support

• Strong execution, prioritization, and cross-functional coordination

• Able to work in a fast-changing launch environment

• Fintech / lending / digital support experience preferred

Nice to have:

• Startup experience

• Fintech background

• Experience in QA

• AI-savvy

What happens after you apply?

We review applications on a rolling basis and aim to get back within 2–3 business days. If there’s a fit, we’ll reach out. If you don’t hear from us within 2–3 weeks – consider it a pass. Thanks for taking the time – we appreciate your interest. 🚀