APAC Customer Support Team Lead | Global Follow-the-Sun

TeamViewer; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Global leadership role

Follow-the-sun model

International travel

Team events

Open culture

Diversity and CARE initiatives

Job summary

TeamViewer is seeking an experienced Team Manager, Customer Support – APAC to lead the regional Customer Support organization and contribute to our global support strategy. You will drive customer experience, performance and development while guiding APAC in our follow-the-sun model.

You will lead a diverse, international team, focusing on accountability, collaboration and continuous development, shaping global standards across regions.

Qualifications

• Five+ years of leadership in Customer Support, Technical Support, or related environment.
• Experience leading customer-facing teams with a focus on performance and development.
• Experience with follow-the-sun/global support models and cross-regional ownership.

Responsibilities

• Lead APAC Customer Support to build a high-performing, customer-focused team.
• Own the global follow-the-sun support model and global queues transitions.
• Develop talent, succession planning and empower team members.
• Drive KPIs across responsiveness, resolution, SLAs, quality and outcomes.
• Utilize data insights to identify gaps and drive improvements.
• Manage escalations and collaborate cross-functionally to improve the customer experience.
• Balance workloads globally with Support leaders in other regions.
• Champion automation and AI-enabled support within operations.
• Represent APAC in the Global CS leadership discussions.

Skills

Leadership

Customer Support

SaaS Experience

Global Ops

APAC Knowledge

Data-Driven

Stakeholder Management

English Fluent

Cross-cultural

Education

Business / IT / CS degree

Tools

CRM Systems

Self-Service Platforms

AI-enabled tools

Job description

TeamViewer is seeking an experienced Team Manager, Customer Support – APAC to lead the regional Customer Support organization and contribute to our global support strategy. You will drive customer experience, performance and development while guiding APAC in our follow-the-sun model.

You will lead a diverse, international team, focusing on accountability, collaboration and continuous development, shaping global standards across regions.