Customer Experience Manager / Assistant Customer Experience Manager

Pismo Research (Malaysia) Sdn Bhd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Pismo Research (Malaysia) Sdn. Bhd. seeks a Customer Experience Manager / Assistant Customer Experience Manager to lead service delivery for high-value channel partners and VIP accounts, while coaching the Tier-1 support team in a 24/7 rotating schedule.

You will drive cross-functional operations with Sales, Logistics, Production and Technical Support to sustain CSAT, FCR and account health. Strong experience in B2B relationships is essential.

Qualifications

• 5+ years in Customer Experience, Partner Success, or B2B Account Management.
• Experience managing distributors, channel partners, or enterprise accounts.
• Ability to coach frontline Tier-1 teams.
• Strong negotiation and de-escalation skills; cross-functional coordination.
• Willingness to work a 24/7 rotating shift schedule.

Responsibilities

• Serve as operational liaison for distributors, channel partners, and premium accounts; review SLA adherence.
• Safeguard account retention and loyalty through proactive service solutions.
• Mentor Tier-1 support team; create playbooks and handle workflows.
• Coach agents on de-escalation and VIP communication; improve FCR and CSAT.
• Own high-impact partner complaints and escalation workflows end-to-end.
• Perform root-cause analyses and implement preventative measures.
• Coordinate with Sales, Logistics, Production, and Technical Support to resolve delivery roadblocks.
• Monitor operational metrics and drive cross-department improvements.

Skills

Customer Experience

Partner Success

B2B Account Management

Coaching Tier-1 teams

Negotiation & De-escalation

Job description

Customer Experience Manager / Assistant Customer Experience Manager

Lead service delivery for high-value channel partners and VIP accounts while serving as the senior escalation anchor and coach for the Tier-1 support team. This role balances partner relationship management with frontline enablement and cross-functional operations to elevate customer satisfaction (CSAT) and operational performance.

Key Responsibilities

Serve as the dedicated operational liaison for key distributors, channel partners, and premium accounts, conducting regular reviews to ensure SLA adherence and account health.

Proactively address customer pain points, manage partner expectations, and deliver proactive service solutions to safeguard account retention and long-term loyalty.

Tier-1 Support Enablement & Quality Improvement

Act as the senior escalation authority and mentor for the Tier-1 support team, establishing standardized response playbooks and handling workflows.

Analyze frontline inquiry trends and coach agents on de-escalation techniques, VIP communication standards, and complex problem resolution to improve First-Contact Resolution (FCR) and CSAT.

Take end-to-end ownership of high-impact partner complaints, warranty disputes, and expedited RMA/replacement workflows from initiation to closure.

Perform root-cause analyses on critical service failures and implement preventative measures with internal teams to prevent recurrence.

Cross-Functional Operations & Workflow Optimization

Coordinate directly with Sales, Logistics, Production, and Technical Support to resolve delivery roadblocks and fulfill urgent partner commitments.

Monitor key operational metrics to identify systemic service bottlenecks and drive cross-departmental workflow improvements.

Requirements & Qualifications

5+ years of progressive experience in Customer Experience, Partner Success, or B2B Account Management (experience level will determine Manager / Assistant Manager).

Proven success managing commercial relationships with distributors, channel partners, or enterprise accounts.

Demonstrated ability to coach, guide, or support frontline Tier-1 customer service teams.

Strong negotiation, de-escalation, and cross-functional coordination skills; experience in electronics, hardware, or supply chain operations is preferred.

Willingness and availability to work on a 24/7 rotating shift schedule (including overnights, weekends, and public holidays).

Computer Software & Networking Not specified

Pismo Research (Malaysia) Sdn. Bhd. is a fellow subsidiary of Peplink International Limited, a market leader in developing Internet load balancing and VPN bonding solutions. Peplink Balance dual-WAN and multi-WAN routers have been deployed around the world, helping thousands of customers (offices, hotels, educational institutions, financial firms, medical firms and virtually any businesses) to increase bandwidth, increase Internet reliability, and reduce cost.

Peplink operates globally with offices in North America, Europe and Asia. Having customers in 70+ countries, our solutions are sold and supported by distributors, system integrators, and strategic partners worldwide.

Pismo Research (Malaysia) Sdn. Bhd. is our technical support center and sales administration unit in Mid Valley City, Kuala Lumpur and we are inviting Malaysia professionals to join our team.

For more information, please visit Peplink at http://www.peplink.com

Pismo Research (Malaysia) Sdn. Bhd. is a fellow subsidiary of Peplink International Limited, a market leader in developing Internet load balancing and VPN bonding solutions. Peplink Balance dual-WAN and multi-WAN routers have been deployed around the world, helping thousands of customers (offices, hotels, educational institutions, financial firms, medical firms and virtually any businesses) to increase bandwidth, increase Internet reliability, and reduce cost.

Peplink operates globally with offices in North America, Europe and Asia. Having customers in 70+ countries, our solutions are sold and supported by distributors, system integrators, and strategic partners worldwide.

Pismo Research (Malaysia) Sdn. Bhd. is our technical support center and sales administration unit in Mid Valley City, Kuala Lumpur and we are inviting Malaysia professionals to join our team.

For more information, please visit Peplink at http://www.peplink.com