Customer Support Team Manager (Work from Home in Malaysia)

Job description

About The Role Job Title: Customer Support Team Manager Location: Work from Home based in Malaysia Terms: Permanent Contract / Full-Time 40h weekly Schedule: 8hr rotational shifts, Monday to Sunday, 07:00 – 19:00 local time ABOUT THE ROLE We are looking for an experienced Customer Support Team Manager who is passionate about the employee experience. This is a permanent work from home position based in Malaysia . This is an exciting opportunity for someone with managerial qualities and a focus on growth. The successful candidate will be responsible for leading and managing a team of customer support advisors to ensure the delivery of high-quality service to our clients. You will oversee daily operations, coach and mentor team members, and drive performance to meet or exceed established goals and metrics. This role requires strong leadership, communication, and problem-solving skills, along with a deep understanding of BPO operations and client management. ABOUT THE TEAM Successful candidates will be leading a team providing customer support for our amazing partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 1 million people globally to track the likes of stress, illness detection, women’s health, heart rate and more. WHAT YOU'LL BE DOING Working as part of the Operational management team and being a key point of contact for day-to-day operations. Foster a culture of accountability, collaboration, and continuous learning within your team. Acquire and transfer the knowledge of tools and associated workflow processes, ensuring team members are fully briefed on new information (Issues, new product information, new releases) within agreed time scales. Assist in developing and streamlining procedures, and implement any process or system changes that will drive efficiencies and improvements Coach, motivate, reward, counsel, and assist support performance through 121’s, team meetings, and feedback. Ensures and monitors that compliance guidelines are being followed, supporting and maintaining service management, identifying gaps in knowledge articles, and addressing those gaps. Monitors, establish, and analyze performance trends, to drive improved performance Ensure that service level targets are monitored, and impacts are managed effectively when making team decisions - including authorization of training requests, team briefings, and any other absence. Drive the escalation process to identify potential issues that may affect operations and service delivery, and propose resolutions for the same Implement and facilitate the personal and professional development of your team by giving them constructive feedback Resolve complex problems, questions, or complaints; direct unique problems to the appropriate person. Provide a high level of customer service and/or technical support and understand the nuances of how it applies within the organization. Your profile To thrive in this role, you should possess the following qualifications and attributes: You must have a minimum of 3-5 years’ Team Management experience, managing a team of Customer Support Advisors in a BPO/ Contact Centre environment You are competent in providing high-level support to both team members and customers You can demonstrate high levels of initiative with the ability to plan and prioritise tasks You are proven to be organised, methodical and rigorous You have strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions You are a team player able to develop great relations with all internal teams Have a growth mindset and are a proactive, self-motivated individual Have remote working experience and capabilities English Proficiency & Comprehension (spoken and written) Why us? WHAT YOU GET IN RETURN: Fully Remote work based in Malaysia A competitive salary Equipment provided Home office allowance A Buddy on joining Online Gym and Wellbeing Studio. The opportunity for professional growth. Fun company events and team outings. Autonomy and Responsibility OUR RECRUITMENT PROCESS 4 5 min Teams interview with the Recruitment Team Language test if applicable to the role 45 min Teams interview with the Hiring Team