Customer Support Team Manager (Work from Home in Malaysia)

Otonomee Customer Management Limited; Malaysia; Remoto; MYR 90.000 - 150.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote

Equipment provided

Home office allowance

Wellbeing program

Growth opportunities

Team events

Autonomy

Descrizione del lavoro

Otonomee Customer Management Limited is seeking an experienced Customer Support Team Manager to lead a remote team in Malaysia. This permanent work-from-home position requires strong leadership, coaching, and a focus on delivering high-quality service in a BPO environment.

The role is full-time with 40 hours weekly and 8-hour shifts rotating across mornings and evenings. You will oversee daily operations, coach team members, monitor performance, and drive improvements while coordinating with

Competenze

• 3–5 years of team management experience in a BPO/Contact Centre.
• Ability to coach and mentor a customer support team to meet targets.
• Strong planning, organizational and problem-solving skills.
• Excellent written and spoken English; comfortable with remote work.

Mansioni

• Lead and manage a remote team of customer support advisors.
• Coach, motivate, and provide feedback through 121s and team meetings.
• Monitor performance metrics and drive improvements and efficiencies.
• Ensure adherence to compliance guidelines and knowledge gaps are addressed.
• Oversee day-to-day operations and act as a key point of contact.
• Manage escalation process and root-cause issues for service delivery.
• Provide high-level customer service and technical support as needed.
• Coordinate with internal teams to share updates and changes.
• Develop and streamline procedures to enhance service delivery.
• Support the learning and development of teammates and transfers of knowledge.
• Foster accountability, collaboration, and continuous learning culture.
• Support and manage training requests and staffing implications.
• Assist in responding to complex problems and client queries.

Conoscenze

Team management

Customer support

Planning

Organization

Problem solving

Remote work

English proficiency

Descrizione del lavoro

Customer Support Team Manager (Work from Home in Malaysia)

Malaysia

Full-time

About The Role

Job Title: Customer Support Team Manager
Location: Work from Home based in Malaysia
Terms: Permanent Contract / Full-Time 40h weekly
Schedule: 8hr rotational shifts, Monday to Sunday, 07:00 – 19:00 local time
ABOUT THE ROLE
We are looking for an experiencedCustomer Support Team Managerwho is passionate about the employee experience. This is a permanent work from home position based inMalaysia.
This is an exciting opportunity for someone with managerial qualities and a focus on growth. The successful candidate will be responsible for leading and managing a team of customer support advisors to ensure the delivery of high-quality service to our clients. You will oversee daily operations, coach and mentor team members, and drive performance to meet or exceed established goals and metrics. This role requires strong leadership, communication, and problem-solving skills, along with a deep understanding of BPO operations and client management.
ABOUT THE TEAM
Successful candidates will be leading a team providing customer support for our amazing partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 1 million people globally to track the likes of stress, illness detection, women’s health, heart rate and more.
WHAT YOU'LL BE DOING

• Working as part of the Operational management team and being a key point of contact for day-to-day operations.
• Foster a culture of accountability, collaboration, and continuous learning within your team.
• Acquire and transfer the knowledge of tools and associated workflow processes, ensuring team members are fully briefed on new information(Issues, new product information, new releases) within agreed time scales.
• Assist in developing and streamlining procedures, and implement any process or system changes that will drive efficiencies and improvements
• Coach, motivate, reward, counsel, and assist support performance through 121’s, team meetings, and feedback.
• Ensures and monitors that compliance guidelines are being followed, supporting and maintaining service management, identifying gaps in knowledge articles, and addressing those gaps.
• Monitors, establish, and analyze performance trends, to drive improved performance
• Ensure that service level targets are monitored, and impacts are managed effectively when making team decisions - including authorization of training requests, team briefings, and any other absence.
• Drive the escalation process to identify potential issues that may affect operations and service delivery, and propose resolutions for the same
• Implement and facilitate the personal and professional development of your team by giving them constructive feedback
• Resolve complex problems, questions, or complaints; direct unique problems to the appropriate person.
• Provide a high level of customer service and/or technical support and understand the nuances of how it applies within the organization.

Your profile

To thrive in this role, you should possess the following qualifications and attributes:

• You must have a minimum of 3-5 years’ Team Management experience, managing a team of Customer Support Advisors in a BPO/ Contact Centre environment
• You are competent in providing high-level support to both team members and customers
• You can demonstrate high levels of initiative with the ability to plan and prioritise tasks
• You are proven to be organised, methodical and rigorous
• You have strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions
• You are a team player able to develop great relations with all internal teams
• Have a growth mindset and are a proactive, self-motivated individual
• Have remote working experience and capabilities
• English Proficiency & Comprehension (spoken and written)

Why us?

• Fully Remote work based in Malaysia
• Equipment provided
• Home office allowance
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility

WHAT YOU GET IN RETURN:

• Fully Remote work based in Malaysia
• A competitive salary
• Equipment provided
• Home office allowance
• A Buddy on joining
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility

OUR RECRUITMENT PROCESS

• 4 5 min Teams interview with the Recruitment Team
• Language test if applicable to the role
• 45 min Teams interview with the Hiring Team

About us

Otonomee is an award-winning Customer Management Outsourcing business delivering scalable, tech-driven, and people-focused solutions. Over the past year, we were proud to win the CCMA Best Employee Engagement Award and to rank number 10 in the Deloitte Fast 50. Through our remote-first operating model, we help organisations optimise customer interactions, reduce costs, and increase efficiency, combining automation and data-driven insight with a strong human focus.

Founded in 2020 by Aidan and Hilary O’Shea, Otonomee was created to challenge the traditional “big city, big building” BPO model. Instead, we offer a nimble, bespoke service that isn’t limited by contact-centre capacity. Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them.

Otonomee is built to be better for people, partners, and the planet. We have been a certified B Corp since September 2023 and were recently recognised as an EY Entrepreneur of the Year finalist. In just five years, we have grown to more than 650 employees, representing 55 nationalities across Europe, America and Asia.

We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences.

At Otonomee, equality, diversity, and inclusion are central to how we operate. We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard. Together, we grow.