Customer Service Manager (Fintech/Live Chat)

Jayapay; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Competitive base salary

Attendance incentives

Parking Allowance

Monthly KPI Bonus

12 days annual leave

Complimentary snacks and beverages

Job summary

Jayapay Malaysia is seeking an experienced Customer Service Manager to lead our live chat and client support teams in Kuala Lumpur. You will oversee service delivery, resolve high‑priority incidents, and ensure client satisfaction across fintech products.

The role requires strong leadership, cross‑functional collaboration with product, tech, and compliance, and the ability to drive KPIs, improve processes, and coach a high-performing on-site team at Bukit Bintang.

Qualifications

• Proven track record of leading and managing a team.
• Experience in crypto, trading, payment gateway, or Forex companies.
• Willing to work on shift schedules.
• Able to work fully on-site (Bukit Bintang).
• Strong ethics, proactive problem-solving, and customer focus.

Responsibilities

• Lead and manage a team responsible for client support, account management, and service delivery, ensuring high-quality and timely client solutions.
• Understand client business needs and identify opportunities to improve client satisfaction, retention, service quality, and overall account performance.
• Oversee the handling of urgent incidents, service disruptions, and complex client escalations, coordinating with relevant internal teams to develop effective solutions and minimize business impact.
• Monitor and analyze client account performance, transaction trends, operational metrics, and market developments, providing actionable insights and strategic recommendations to clients and internal stakeholders.
• Lead regular client reviews and performance discussions, ensuring key issues, opportunities, and action plans are clearly identified and followed through.
• Work closely with Business Development, Product, Technology, Operations, Finance, and Compliance teams to drive cross-functional initiatives and ensure seamless project execution.
• Establish and improve client management processes, service standards, escalation procedures, and team workflows to enhance operational efficiency and client experience.
• Set team objectives and KPIs, monitor performance, provide coaching and feedback, and drive continuous improvement within the team.
• Take ownership of high-priority client matters and ensure timely follow-up, resolution, and communication until closure.

Skills

People management

Leadership

Client relationship

Communication skills

Cross-functional collaboration

Crypto/payments knowledge

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Customer Service Manager (Fintech/Live Chat)

Jayapay is a global payment gateway provider enabling businesses to scale seamlessly across borders through localized, secure, and high-performance payment solutions.

With coverage across multiple high-growth markets, Jayapay supports a wide range of local payment methods including QR payments, e-wallets, bank transfers, and card networks, allowing merchants to deliver frictionless checkout experiences tailored to each region. Powered by robust APIs, real-time analytics, and bank-level security standards, we help businesses optimize transactions, improve conversion rates, and operate with confidence at scale.

At Jayapay, we operate with speed, ownership, and ambition.

For more information, kindly visit : https://jayapayment.com/

About Us

Jayapay is a global payment gateway provider enabling businesses to scale seamlessly across borders through localized, secure, and high-performance payment solutions.

With coverage across multiple high-growth markets, Jayapay supports a wide range of local payment methods including QR payments, e-wallets, bank transfers, and card networks, allowing merchants to deliver frictionless checkout experiences tailored to each region. Powered by robust APIs, real-time analytics, and bank-level security standards, we help businesses optimize transactions, improve conversion rates, and operate with confidence at scale.

At Jayapay, we operate with speed, ownership, and ambition.

For more information, kindly visit : https://jayapayment.com/

What We Offer

• Competitive base salary

• Attendance incentives to reward commitment

• Parking Allowance

• Monthly KPI Bonus

• 12 days annual leave

• Complimentary snacks and beverages
  

Job Responsibilities

• Lead and manage a team responsible for client support, account management, and service delivery, ensuring high-quality and timely client solutions.

• Understand client business needs and identify opportunities to improve client satisfaction, retention, service quality, and overall account performance.

• Oversee the handling of urgent incidents, service disruptions, and complex client escalations, coordinating with relevant internal teams to develop effective solutions and minimize business impact.

• Monitor and analyze client account performance, transaction trends, operational metrics, and market developments, providing actionable insights and strategic recommendations to clients and internal stakeholders.

• Lead regular client reviews and performance discussions, ensuring key issues, opportunities, and action plans are clearly identified and followed through.

• Work closely with Business Development, Product, Technology, Operations, Finance, and Compliance teams to drive cross-functional initiatives and ensure seamless project execution.

• Establish and improve client management processes, service standards, escalation procedures, and team workflows to enhance operational efficiency and client experience.

• Set team objectives and KPIs, monitor performance, provide coaching and feedback, and drive continuous improvement within the team.

• Take ownership of high-priority client matters and ensure timely follow-up, resolution, and communication until closure.

Requirements

Must Have

• Proven track record of leading and managing a team, including setting KPIs, performance management, coaching, and team development.

• Experience in crypto, trading, payment gateway, or Forex companies

• Willing to work on shift schedules (including weekends/public holidays if required)

• Able to work fully on-site (Bukit Bintang)

• Demonstrates a high level of responsibility, initiative, and patience.

• Possesses strong professional ethics and values, with integrity, positivity, and a professional mindset.

• Excellent communication skills, with the ability to listen effectively, articulate clearly, and proactively identify, assess, and resolve issues.

• Strong teamwork and collaboration skills, with the ability to work closely with cross-functional teams and drive multi-client projects efficiently.

Good to have

• Experience managing high-value or strategic accounts.

• Solid understanding of the payments ecosystem

Additional Information

• Location: Bukit Bintang, Kuala Lumpur

• Working Hours: 5 work days (24/7 rotational shift)

• Employment Type: Full-time