Customer Service Manager (Asia)

Selkirk; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Selkirk Sport in Malaysia is seeking a Customer Service Manager to lead Asia-based support operations and oversee the full customer lifecycle, delivering a premium Selkirk experience across digital channels and local events.

You will coach and develop high-performing teams, establish KPIs, refine processes, manage complex escalations, and coordinate with Operations, IT, Marketing, and Shipping to align service with company goals.

Qualifications

• 2–5+ years of experience managing a Customer Service Team.
• Proven track record of hiring, training, and developing high-performing customer-facing teams.
• Strong technical fluency with customer support software (CRM, ticketing systems) and regional online marketplaces.

Responsibilities

• Lead, mentor, and develop Customer Service Representatives to ensure high-quality service across touchpoints.
• Develop and report KPIs, set targets, and optimize customer support metrics.
• Oversee complex escalations and manage inquiries across digital channels and marketplaces (Shopee, Lazada, TikTok Shop).
• Collaborate cross-functionally with Operations, IT, Accounting, Shipping, and Marketing to align customer support with company goals.
• Provide regular reports on trends, product quality insights, and operational bottlenecks.

Skills

People management

Customer service

Conflict resolution

Communication skills

Organizational skills

On-site availability

Education

Bachelor’s degree in Business/Communications

Tools

CRM software

Ticketing systems

Low-code automation

Online marketplaces management

Job description

At Selkirk Sport, we’re passionate about pushing the boundaries of pickleball innovation. Our mission is to Fuel the Pickleball Obsession by creating the sport’s premier products and ecosystem. As a leading global brand in premium pickleball equipment, we’re expanding our international presence and seeking top-tier talent to support our growth in the U.S. and abroad.

We pride ourselves on a culture of excellence, collaboration, and continuous improvement. Selkirk applies first-principles thinking to design scalable, process-driven systems that create lasting operational advantage.

About the role

The Customer Service Manager leads and develops high-performing teams across Selkirk Sport’s customer support operations in Asia. This role is responsible for overseeing the entire customer lifecycle and digital customer support excellence. By leveraging data-driven insights, developing and refining processes, managing complex escalations, and optimizing support workflows, the Manager ensures that every customer interaction delivers a premium Selkirk experience aligned with core brand values.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop Customer Service Representatives to ensure consistent, high-quality service delivery across all touchpoints.
• Drive the department's strategic vision and oversee its execution to successfully achieve mission-critical goals.
• Develop and report KPIs, setting clear performance targets and schedules for customer support metrics (e.g., response times, resolution rates).
• Hire, train, schedule, and coach team members on product knowledge, sponsorship programs, and service excellence.
• Conduct regular one-on-ones, performance evaluations, and workload balancing to ensure optimal coverage during peak support volumes.
• Foster an accountable, positive, and collaborative team culture that reflects Selkirk’s core values.
• Manage scheduling, workload balancing, and staffing to ensure coverage during peak periods.

Customer Experience & Escalation Oversight

• Offer support to customers and oversee inquiries, orders, and complex escalations across all digital communication channels, internal CRM systems, and online marketplaces (Shopee, Lazada, TikTok Shop, etc.).
• Serve as the primary escalation point for complex service cases, applying sound judgment to deliver fair, effective outcomes.
• Analyze customer feedback to identify recurring issues, optimize service interactions, and prevent opportunities for fraud.

Community Engagement & Local Partnerships

• Support local tournaments, clinics, and Selkirk-hosted events in the Asia region.
• Build and nurture relationships with local pickleball clubs, coaches, and community organizations to drive brand affinity.

Process Improvement, Systems & Cross-Functional Collaboration

• Work cross-functionally to develop and refine processes, partnering with Operations, IT, Accounting, Shipping, and Marketing to align customer support activities with broader company goals.
• Document processes thoroughly to ensure standardized training and operational consistency across the team.
• Refine support policies and ticketing/CRM workflows to enhance efficiency and customer retention.
• Provide regular reports to executive leadership regarding customer trends, product quality insights, and operational bottlenecks.

Qualifications

• 2-5 years of experience managing a Customer Service Team.
• Proven track record of hiring, training, and developing high-performing customer-facing teams.
• Strong technical fluency with customer support software (CRM, ticketing systems), internal CRM systems, and regional online marketplaces (Shopee, Lazada, TikTok Shop, etc.).
• Excellent conflict resolution, interpersonal, and communication skills.
• Passion for pickleball, with the ability to speak authoritatively on gear.
• Highly organized and dependable, with the ability to manage complex digital support operations.
• Availability to work full-time on-site, including flexibility for peak support periods, weekends, or community events as needed.

Preferred:

• Experience with AI, preferably in working with developing and refining AI agents.
• Bachelor’s degree in Business, Communications, or a related field.
• Experience with CRM integrations or low-code automation tools.
• Background in sporting goods or high-touch consumer brands.

Why Selkirk Sport?

Pickleball is the fastest-growing sport in the world, and Selkirk is leading the charge. Joining our team means more than just a job—it means being part of a high-energy brand that is defining a new era of sports culture. Whether you are collaborating with us in the office, working remotely, or joining our international teams, you will be part of a collaborative culture that values innovation and high performance. If you’re ready to bring your expertise to a fast-paced environment where your work makes a direct impact, we want to hear from you. Let’s build the future of pickleball together.

1304 - Service Operations - USA Customer Service