Customer Success & Experience Manager

GAMER2GAMER SDN. BHD.

Kuala Lumpur

Sur place

MYR 120 000 - 180 000

Plein temps

14 jours+

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Avantages offerts par ce poste

Medical

Miscellaneous allowance

Parking

Transport allowance

Flexible working hours

Résumé du poste

Gamer2Gamer Sdn Bhd (Malaysia) is seeking a Customer Success & Experience Manager to lead the frontline team from onboarding to renewal, ensuring a trusted customer journey. The role emphasizes Omotenashi-style service—anticipating needs, precise attention to detail, and hospitality as craft.

You will mentor a team of associates, own CSAT and retention metrics, and collaborate with Product, Marketing, and Operations to turn insights into action.

Qualifications

2-5+ years in Customer Success or Customer Experience roles with at least 2 years leading a team of 40+ agents.
Proven track record of improving CSAT, retention or experience metrics.
Strong communication and de-escalation skills.

Responsabilités

Lead and coach a frontline team to set service quality standards by example.
Own customer satisfaction metrics and translate them into actionable team steps.
Design and refine customer journeys, touchpoints, and SOPs.
Anticipate customer needs and flag risks before escalation.
Serve as primary contact for VIP customers with high-touch support.
Collaborate with Product, Marketing, and Operations to feed customer insights back into the business.
Build playbooks, training materials, and quality frameworks to scale service delivery.
Report on team and customer experience performance to leadership.

Connaissances

Customer Success

Team leadership

CRM tooling

Communication

Problem solving

Outils

Freshdesk

AI tools

Analytics

Description du poste

Customer Success & Experience Manager

About the Role

We're looking for a Customer Success & Experience Manager to lead our frontline team and own the end-to-end customer experience — from onboarding through renewal. This is a hands‑on leadership role for someone who treats every customer interaction as a chance to build trust, not just close a ticket.

What we're looking for is the underlying attitude behind “Omotenashi” — the practice of anticipating what someone needs before they ask, taking quiet pride in getting the details right, and treating hospitality as a craft rather than a script. If that instinct is part of how you naturally work, we want to talk to you.

Key Responsibilities

Lead, coach, and develop a team of Customer Success/Experience Associates, setting the standard for service quality through your own example.
Own customer satisfaction, retention, and experience metrics (CSAT, churn, SLA, FCR) and translate them into concrete team actions.
Design and continuously refine customer journeys, touchpoints, and service standard operating procedures.
Anticipate customer needs proactively — flag risks, gaps, and opportunities before customers have to raise them.
Act as the primary point of contact for VIP customers, giving them dedicated, high‑touch attention; support other customer escalations as needed.
Work with Product, Marketing, and Operations to feed customer insights back into the business.
Build and maintain playbooks, training materials, and quality frameworks so exceptional service scales with the team, not just with you.
Report on team and customer experience performance to leadership on a regular cadence.

Requirements

2-5+ years in Customer Success, Customer Experience, Customer Relationship Management, or a related customer‑facing role, including at leas 2 years leading or mentoring a team of at least 40 call centre agents in a global environment.
Proven track record of improving customer satisfaction, retention, or experience metrics.
Strong communication skills
Comfortable with CRM/helpdesk tooling (e.g. Freshdesk or similar), basic reporting/analytics and AI tools.
Calm, empathetic communicator who can de‑escalate difficult situations without losing warmth.
Based in or willing to relocate to Kuala Lumpur, Malaysia.

Nice to Have

Background in hospitality, premium retail, or a service culture known for high‑touch customer care.
Experience in e‑commerce, marketplace, or tech/SaaS environments.

What We're Looking For

Anticipatory service — you notice the unspoken need, not just the stated request.
Genuine care — you're driven by wanting the customer to feel looked after, not just by hitting a resolution‑time metric.
Attention to detail — small, easily‑missed touches matter to you as much as the big fixes.
Emotional intelligence and warmth — genuinely empathetic, reads the room and the person, knows the right thing to say or do without being told
Composure under pressure — you stay warm and steady with a frustrated customer rather than becoming defensive or transactional.

BOUT US

G2G believes in making a difference. No matter how small or big it is, we shall continue to pursue innovative ideas that can change the world and do wonders for the gaming community. At G2G, our mission is to continuously evolve in the gaming community and provide a reliable digital platform where gamers don't only game harder, but can buy and sell freely with ease.

As such, Gamer2Gamer Sdn Bhd (Malaysia) was incorporated in June 2013 and incepted in July 2016, with Gamer2Gamer Global Pte Ltd (Singapore) becoming its wholly‑owned subsidiary in 2018. G2G Solution Suite provides a comprehensive online marketplace solution for gamers to buy and sell anything gaming related.

BOUT US

Perks and benefits