Customer Service & Operations Manager

UQPAY SDN. BHD.; Johor Bahru; On-site; MYR 39,000 - 58,000; Full time

Job summary

UQPAY Group in Malaysia is seeking a Customer Service Leader to manage the CS team, coordinate shifts, monitor performance, and drive service quality. The role will start with customer service management and may expand into broader operations as product knowledge grows.

Responsibilities include escalations handling, SLA tracking, coaching, QA of conversations, and cross‑functional collaboration with Operations, Product, Risk, and IT to resolve issues and improve processes.

Qualifications

• 2–3 years of relevant experience in customer service or operations.
• Experience leading or coordinating a team is preferred.
• Experience with common CS tools (Intercom/Zendesk/Freshdesk/Salesforce).
• Willingness to learn Banking/RAMP related processes.

Responsibilities

• Coordinate daily activities, shift coverage, workload, and priorities of the CS team.
• Monitor enquiries and cases for timely, accurate responses.
• Track KPIs: response time, resolution time, SLA, overdue cases, satisfaction.
• Coach and train team on products, processes, and service quality.
• Conduct quality reviews of conversations and case handling.
• Support performance reviews and coaching actions.
• Ensure coverage during weekends/holidays/peaks.

Skills

Team leadership

Coaching

Customer service

Tools

Intercom

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

In the initial stage, this role will focus primarily on customer service management, including team coordination, service quality, escalations, case management, performance monitoring, and process improvement. As you develop stronger knowledge of our products, payment flows, and operational processes, the role may gradually expand into broader business operations responsibilities.

Key Responsibilities:

Coordinate the daily activities, shift coverage, workload allocation, and priorities of the Customer Service team.

Monitor customer enquiries and cases to ensure responses are timely, accurate, professional, and aligned with approved processes.

Track key service performance indicators, including response time, resolution time, SLA achievement, overdue cases, reopened cases, and customer satisfaction.

Coach team members and provide regular training on products, processes, systems, communication standards, and service quality.

Conduct quality assurance reviews of customer conversations and case handling.

Support performance reviews and recommend appropriate coaching or improvement actions.

Ensure adequate customer service coverage during weekends, public holidays, peak periods, and operational incidents.

Customer service leadership

Manage or coordinate complex customer enquiries, complaints, payment-related cases, and escalations.

Ensure unresolved cases are assigned to the appropriate internal team and followed through to closure.

Coordinate with Operations, Product, Risk, Compliance, IT, Settlement, and other relevant teams to investigate and resolve customer issues.

Provide customers with timely and accurate progress updates while investigations are ongoing.

Escalate serious complaints, suspected fraud, compliance concerns, data-security issues, and urgent operational incidents to the appropriate management or control function.

Ensure that customer-facing staff do not make unauthorised commitments or provide unverified information.

Customer service systems and processes

Manage the daily use and administration of Intercom or other customer support platforms.

Maintain ticket categories, tags, assignment rules, priority levels, and escalation workflows.

Ensure customer cases are accurately documented, tracked, updated, and closed within the applicable SLA.

Develop, maintain, and improve customer service SOPs, response templates, FAQs, and knowledge-base articles.

Identify repetitive enquiries and recommend suitable automation, workflow, or self-service improvements.

Prepare regular customer service performance reports and highlight trends, risks, and recommended actions.

Operations support

Support selected Banking and Ramp operational activities, subject to business requirements and training.

Follow up on transaction enquiries, account issues, channel-related cases, operational exceptions, and other assigned matters.

Coordinate with internal stakeholders and external partners to obtain updates and resolve outstanding issues.

Analyse customer feedback and ticket trends to identify recurring operational weaknesses.

Assist with the enhancement of operational SOPs, workflows, controls, and internal coordination.

Support operational reporting, process‑improvement initiatives, and cross‑functional projects assigned by management.

Requirements

2–3 years of relevant experience in customer service, customer operations, business operations, payment operations, banking operations, e‑commerce, SaaS, BPO, or a related service‑driven environment.

Experience leading, supervising, coaching, or coordinating a team is preferred but not mandatory.

Experience using Intercom, Zendesk, Freshdesk, Salesforce Service Cloud, or a similar customer‑support or ticket‑management system is preferred.

Able to handle customer complaints and escalations calmly, professionally, and objectively.

Comfortable working with multiple products, departments, priorities, and time‑sensitive cases.

Willing to learn UQPAY’s Banking, Ramp, payment, risk, and compliance‑related processes.

Able to work during weekends, public holidays, or non‑standard hours when required by business operations.

Has experience in fintech, payments, banking, e‑wallets, digital assets, remittance, e‑commerce, SaaS, or another regulated or service‑intensive environment.

Key performance indicators

First‑response time and average resolution time.

SLA achievement rate.

Overdue, reopened, and aged‑case rates.

Complaint and escalation closure rate.

Customer satisfaction and quality‑assurance results.

Team productivity, attendance, coaching, and training completion.

Accuracy of ticket classification, documentation, and case ownership.

Reduction in recurring customer enquiries and avoidable escalations.

Timeliness and quality of operational follow‑ups.

Quality of cross‑functional communication and issue resolution.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following types of qualifications do you have?
• Which of the following statements best describes your right to work in Malaysia?
• How many years' experience do you have as a Customer Success Executive?
• What's your expected monthly basic salary?
• Which of the following languages are you fluent in?
• How much notice are you required to give your current employer?

UQPAY Group is a Singapore-headquartered global fintech group with businesses spanning comprehensive digital payments, Payment Software-as-a-Service (Payment SaaS), and fintech venture investments.

As a leading provider of integrated digital payment solutions, UQPAY offers one‑stop, seamlessly integrated payment services, including aggregated acquiring, virtual banking, and corporate card issuance, and UQPAY's business networks cover over 200 regions and countries.

Since its establishment in 2016, UQPAY Group has accumulated dozens of intellectual property rights and technology patents, and has obtained multiple financial and payment licenses across Asia, North America, and Europe.

UQPAY Group is a Singapore-headquartered global fintech group with businesses spanning comprehensive digital payments, Payment Software-as-a-Service (Payment SaaS), and fintech venture investments.

As a leading provider of integrated digital payment solutions, UQPAY offers one‑stop, seamlessly integrated payment services, including aggregated acquiring, virtual banking, and corporate card issuance, and UQPAY's business networks cover over 200 regions and countries.

Since its establishment in 2016, UQPAY Group has accumulated dozens of intellectual property rights and technology patents, and has obtained multiple financial and payment licenses across Asia, North America, and Europe.

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