Customer Success Team Lead — Scale & Elevate Experience

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

Job summary

Bukku Accounting in Kuala Lumpur is seeking a dedicated Team Lead for the Customer Success team. You will own day-to-day operations, guide the team, and manage end-to-end escalations while maintaining a strong focus on customer experience and process discipline.

The role emphasizes leadership and structuring a fast-growing operation. Ideal candidates bring 5+ years in customer success, SaaS exposure, and a data-driven approach to improvements, with excellent English communication.

Qualifications

• At least 5 years of experience in customer success or a similar customer-facing operation.
• Proven hands-on experience leading or managing a support team.
• Experience with SaaS or enterprise software, preferably accounting software.
• Track record of improving processes, documenting SOPs, or bringing structure to a support operation.
• Comfortable with data and able to define and track performance metrics.
• Strong written and verbal communication skills in English; Malay or Chinese is a plus.

Responsibilities

• Manage the day-to-day operations of the Customer Success team (5–6 people today, growing beyond that).
• Lead, coach, and develop the team as it scales.
• Own escalations end to end, coordinating with product/engineering and keeping customers informed.
• Define, track, and report on CS metrics (response times, resolution rates, CSAT) and use insights to improve operations.
• Streamline and document processes and SOPs for consistency and scalability.
• Bridge CS with other teams to elevate recurring issues and capture customer insights.
• Spend time in the support queue to stay close to customer and team needs.
• Plan for scale, forecast staffing, support hiring, and onboarding.

Skills

Team leadership

Customer success

Data-driven

SaaS exposure

English communication

People coaching

Job description

Bukku Accounting in Kuala Lumpur is seeking a dedicated Team Lead for the Customer Success team. You will own day-to-day operations, guide the team, and manage end-to-end escalations while maintaining a strong focus on customer experience and process discipline.

The role emphasizes leadership and structuring a fast-growing operation. Ideal candidates bring 5+ years in customer success, SaaS exposure, and a data-driven approach to improvements, with excellent English communication.