Customer Success & Experience Manager

Gamer2Gamer; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Gamer2Gamer in Kuala Lumpur is seeking a Customer Success & Experience Manager to lead our frontline team and own the end-to-end customer journey—from onboarding through renewal. This hands-on leadership role embraces Omotenashi, anticipating needs and delivering detail‑oriented, premium service.

You will guide CS/EX associates, set service standards, and collaborate with Product, Marketing, and Operations to translate feedback into improvements.

Qualifications

• 2-5+ years in Customer Success or related role, including at least 2 years leading a team of 40+ agents.
• Proven track record of improving customer metrics.
• Strong communication skills.
• Experience with CRM/helpdesk tooling (Freshdesk or similar).
• Calm, empathetic communicator who can de-escalate issues.
• Based in or willing to relocate to Kuala Lumpur, Malaysia.

Responsibilities

• Lead and coach a frontline team in Customer Success/Experience.
• Own customer satisfaction, retention, and experience metrics.
• Design and refine customer journeys and SOPs.
• Proactively anticipate customer needs and flag risks.
• Serve as primary contact for VIP customers.
• Collaborate with Product, Marketing, and Operations for insights.
• Develop playbooks, training, and quality frameworks.
• Report on team and customer experience metrics to leadership.

Skills

Communication skills

Empathy

Calm under pressure

Relocation readiness

Tools

Freshdesk

CRM

Reporting/Analytics

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.

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.