Customer Support Lead (CX)

STRATTONSHIRE VENTURES SDN. BHD.; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A digital marketing and software development agency is looking for a Customer Support Lead in Kuala Lumpur. The role involves owning the customer support function, designing support journeys, and managing tools like Zendesk. Ideal candidates have 3–7 years of experience, strong leadership skills, and a solid understanding of risk and compliance. The company offers a competitive salary based on experience, along with bonuses and a creative work environment.

Benefits

Good Basic Salary based on experience

Quarterly Performance Bonus

Stable & well-established company

Qualifications

• 3–7 years in Customer Support/CX for consumer apps.
• Experience as a Team Lead/Senior Agent/Manager.
• Strong understanding of risk & compliance: KYC, fraud, chargebacks.

Responsibilities

• Own the entire customer support function for the app.
• Map and design the end-to-end support journey: channels and flows.
• Implement and manage the helpdesk system (Zendesk).
• Deploy and manage AI-assisted support: chatbots, auto-replies.

Skills

Customer Support

Leadership

Tech-savviness

Data-oriented

Strong English written communication

Tools

Zendesk

Job description

3–7 years in Customer Support / CX for consumer apps

Experience as a Team Lead / Senior Agent / Manager.

Hands‑on with tools like Zendesk

Worked with AI assistants or at least macros / automation. (Big bonus)

Comfortable handling dating content and complex user issues.

Strong written English; clear, empathetic, and firm when needed.

You enjoy creating structure: workflows, SOPs, tags, macros.

You are curious about AI tools and automation to scale support.

This person should be responsible for

Mapping the entire support journey

Entry points: in‑app chat, email, social, payment disputes, chargebacks etc.

Free vs paying users

Measuring and keeping track of Response & resolution times for each segment.

Building the support system

Choose or optimize the helpdesk tool (Zendesk)

Set up:

• a) Ticket categories & tags (billing, verification, tech issue, refunds, etc.)
• b) Escalation flows: CS to TECH to Management

Create knowledge base / FAQ for users + internal playbook for agents.

Implement AI chatbot / AI reply assist for:

• a) Common FAQs (password, login, basic billing).
• b) Common risk questions that are safe to automate.

Decide:

• a) What AI handles automatically.
• b) What must go to human because of safety / legal / reputation.
• c) Train AI using your internal FAQs, your tone of voice, and risk policies.

Strong English written communication (this is your core).

Comfortable with sensitive topics

Understands risk & compliance: KYC, fraud, risk, chargebacks scenarios.

Data‑oriented: Can pull simple reports, look at trends, suggest fixes.

Leadership: Can manage the whole system and can help implement roadmap for AI

Tech‑savvy: Not scared of AI tools, APIs, tags, triggers, etc.

What you’ll do

Own the entire customer support function for our app.

Map and design the end‑to‑end support journey: channels, flows.

Implement and manage our helpdesk system (Zendesk)

Build SOPs, replies, escalation rules, and internal playbooks.

Deploy and manage AI‑assisted support: chatbots, auto‑replies, macros.

Create and maintain a user FAQ / knowledge base.

Train, manage and review junior support agents soon.

Work closely with Tech, Management, and Product to fix recurrent issues and improve UX.

Handle sensitive, high‑impact cases (VIPs, press‑risk, legal‑risk incidents).

As part of our team, you'll enjoy:

Good Basic Salary based on experience.

Working with a stable & well‑established company.

Strategic location – safe environment

Quarterly Performance Bonus

Collaborating with a team of creative, fun and driven colleagues

Unlock job insights

AI Job match analysis Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Customer Support Specialist?
• How many years' experience do you have as a Customer Support Lead?
• Which of the following languages are you fluent in?

Strattonshire Ventures is a digital marketing and software development agency dedicated to helping businesses grow. We offer tailored solutions, including SEO, social media marketing, and web & mobile app development. Our goal is to drive results, boost online presence, and maximize ROI for our clients.