Customer Support Team Lead

GXS Bank; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

GXS Bank in Malaysia is seeking an experienced Customer Support Team Lead to build and lead an offshore customer support function from the ground up. You will define roadmaps, manuals, capacity plans, and oversee service delivery to ensure excellent customer experience at Digibank.

The role requires strong leadership in contact center operations, CRM/Omnichannel platforms, and a track record of transforming support functions. Bachelor's degree and 8 years in supervisory roles are expected.

Qualifications

• 8 years of experience in a contact center or customer service function.
• Experience leading contact center transformation projects and managing CRM/Omnichannel platforms.
• Bachelor’s degree in Business Administration, Business Information Systems, or a related discipline.

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.

Education

Bachelor’s Degree in Business Administration, Business Information Systems, or related discipline

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.