Customer Support Team Lead

Neo Services Sdn Bhd; Petaling Jaya; On-site; MYR 90,000 - 150,000; Full time

Job summary

GXS Bank is building a high-impact Customer Support Team Lead role in Malaysia. You will establish and scale the offsite support function from Day 1, design roadmaps, manuals, and capacity plans, and lead daily operations with a strong focus on service excellence.

You will drive performance metrics, coach managers, and collaborate with CX and tech teams to push continuous improvement while ensuring governance and risk controls are in place.

Qualifications

• 8 years of relevant experience in a contact centre or customer service function within Financial Services or digital native companies.
• At least 8 years in a supervisory or managerial role.

Responsibilities

• Establish operations from scratch, define Day 1 and long-term support roadmaps, and develop operational manuals and capacity planning.
• Oversee daily service delivery, resolve escalated complaints, drive process optimization/automation, and manage governance and risk.
• Define and track key performance metrics (e.g., NPS, resolution time, customer satisfaction), recruit and coach high-performing talent, and foster a customer-centric culture.
• Collaborate with CX and technology teams to drive continuous improvement and share frontline insights.

Skills

Team leadership

Process optimization

Stakeholder management

Change management

Education

Bachelor’s degree in Business Administration/Business Information Systems

Tools

Salesforce

NICE

Avaya

Job description

Role Overview The Customer Support Team Lead will build and lead the offsite customer support team from the ground up, defining strategies, processes, scorecards, and platform requirements to deliver exceptional customer experience at Digibank.

Key Responsibilities

• Team Setup & Strategy: Establish operations from scratch, define Day 1 and long-term support roadmaps, and develop operational manuals and capacity planning.
• Operational Excellence: Oversee daily service delivery, resolve escalated complaints, drive process optimization/automation, and manage governance and risk.
• Performance & Team Management: Define and track key performance metrics (e.g., NPS, resolution time, customer satisfaction), recruit and coach high-performing talent, and foster a customer-centric culture.
• Cross-Functional Innovation: Collaborate with broader CX and technology teams to drive continuous improvement and share frontline insights.

Requirements

• 8 years of relevant experience in a contact center or customer service function within Financial Services or digital native companies, with at least 8 years in a supervisory or managerial role.
• Experience leading contact center transformation projects and managing CRM/Omnichannel platforms (e.g., Salesforce, NICE, Avaya).
• Bachelor’s Degree in Business Administration, Business Information Systems, or a related discipline.

About GXS Bank: We are living in dynamic times. Technology is reshaping how we live, and we want to use it to redefine how financial services are offered. GXS Bank is the leading technology company in Southeast Asia offering everyday services to the masses. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their unique perspectives. Join us in our mission to provide financial inclusion for people in our region.We are now expanding our operations with the establishment of a Shared Services Entity in Malaysia - Neo Services Sdn Bhd (NSSB), to support our growth and operational excellence. NSSB will centralize key functions such as Customer Services, Banking Operations and Credit Operations; enabling scalable solutions that align with our vision, agility and efficiency.