Senior Customer Support Leader

About the Role

We are looking for a Senior Customer Support Lead to oversee our operations, focusing on critical support and operational continuity. This critical role requires a strategic leader dedicated to maintaining high standards, ensuring excellent service and safety for both our users and team.

What the Candidate Will Do

• Oversee operations in Malaysia, implementing strategies to ensure operational excellence.
• Lead and mentor a team to meet and exceed operational KPIs while fostering a culture of teamwork and responsiveness across multiple locations.
• Analyze operational data to identify trends and develop strategies for improvement.
• Handle escalated issues efficiently, providing solutions that maintain service quality and customer experience.
• Promote a culture of 'safety first' and uphold company values
• Engage strategically with stakeholders, be it city function leads or vendors to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams.
• Be a great people manager, coaching and developing the agent teams while building a solid team culture.
• Be a multi-tasker, supporting projects across the business and you'll be the go to person for many key initiatives within the team

• At least 5 years of experience in operations or managing team leaders.
• Native Japanese or Mandarin Chinese speaker with exceptional English written and verbal communication skills.
• Must be based in Malaysia.
• Demonstrated ability to lead teams through complex situations and achieve operational targets.
• Strong analytical skills with a proven track record in process improvement.
• Excellent problem-solving abilities, capable of managing crises and making decisions under pressure.

• Superior communication skills, able to effectively liaise with multiple levels of the organization.