Customer Success & Experience Manager

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

Job summary

Jora Malaysia is seeking a Customer Success & Experience Manager to lead our frontline team and own the end‑to‑end customer experience—from onboarding through renewal. This hands‑on leadership role values anticipatory service, genuine care, and attention to detail as you shape high‑touch hospitality, not just ticket close.

You will drive CSAT, retention, and experience metrics, partner with Product, Marketing, and Operations, and scale playbooks and training for exceptional service.

Qualifications

• 2-5+ years in Customer Success/Experience roles, including at least 1 year leading or mentoring a team.
• Proven track record of improving customer satisfaction, retention, or experience metrics.
• Comfortable with CRM/helpdesk tooling (e.g. Freshdesk) and basic analytics/AI tools.
• Calm, empathetic communicator who can de-escalate difficult situations while staying warm.
• Based in or willing to relocate to Kuala Lumpur, Malaysia.

Responsibilities

• Lead, coach, and develop a team of Customer Success/Experience Associates, setting the standard for service quality.
• 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 SOPs.
• Anticipate customer needs proactively and flag risks, gaps, and opportunities.
• Act as the primary point of contact for VIP customers and support escalations as needed.
• Collaborate with Product, Marketing, and Operations to feed customer insights back into the business.
• Build and maintain playbooks, training materials, and quality frameworks to scale service.
• Report on team and customer experience performance to leadership on a regular cadence.

Skills

Anticipatory service

Genuine care

Attention to detail

Emotional intelligence

Composure under pressure

CRM tooling familiarity

Calm communication

Tools

Freshdesk

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.

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.

• 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.
• 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.
• 2-5+ years in Customer Success, Customer Experience, Customer Relationship Management, or a related customer‑facing role, including at least 1 year leading or mentoring a team.
• Proven track record of improving customer satisfaction, retention, or experience metrics.
• 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.