Customer Team Manager (Software)

Kreloses; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A software management company based in Malaysia is seeking an experienced Customer Team Manager to lead its customer support team. This role involves managing a group of agents, optimizing support processes, and ensuring high customer satisfaction. Candidates need at least 5 years of customer service management experience and must be fluent in Mandarin, Malay, and English. This position requires onsite presence in Kota Damansara, Malaysia.

Benefits

Competitive salary

Standard Malaysian benefits (EPF, SOCSO, EIS, medical insurance)

Collaborative work environment

Convenient office location next to MRT

Qualifications

• 5+ years in customer service or success management, with 5+ years in leadership.
• Proven experience with SaaS or software support.
• Strong leadership, communication, and strategic thinking skills.

Responsibilities

• Lead and manage a team of customer success agents.
• Oversee customer support processes and workflows.
• Monitor team performance and track customer satisfaction.
• Collaborate with product team for customer insights.
• Ensure effective support documentation for self-service.

Skills

Leadership

Customer communication

Process improvement

Team management

Bilingual (Mandarin, Malay, English)

Job description

Overview

Kreloses is a trusted provider of business management software serving veterinary clinics, pet service providers, dental practices, and physio/chiro/aesthetic businesses across Malaysia, Indonesia, and the Philippines. We help businesses streamline daily operations, improve efficiency, and deliver great customer experiences.

We are looking for an experienced and hands-on Customer Team Manager to lead our customer success and support operations from our office in Kota Damansara, Malaysia. This person will oversee a team of about 10 support and success agents, ensuring that every Kreloses customer receives timely, effective, and empathetic assistance.

Responsibilities

• Lead, coach, and manage a team of around 10 customer success and support agents.
• Oversee the full support process including tickets, calls, and Zoom sessions to resolve customer issues.
• Review and optimize workflows, knowledge base content, and tools to improve efficiency and reduce repetitive issues.
• Work closely with the product team to relay customer insights and contribute to product and user experience improvements.
• Monitor team performance metrics, track customer satisfaction, and identify areas for improvement.
• Develop and maintain clear support documentation and tutorials to improve customer self-service.
• Take full ownership of the customer support function and ensure smooth daily operations with minimal supervision.

Requirements

• Minimum 5 years of experience in customer service or customer success management, with at least 5 years in a managerial or team-lead role overseeing people directly.
• Proven experience supporting or managing customer teams for software or SaaS-based systems (non-trivial software).
• Strong leadership skills with the ability to coach, motivate, and build accountability within a team.
• Excellent communication skills and professionalism when dealing with customers.
• Strategic thinker with the ability to improve processes and reduce support load over time.
• Able to communicate confidently in Mandarin, Malay, and English, as our customers and team commonly use these three languages.
• High level of autonomy and initiative — able to take complete ownership of the role.

Work Requirements

• Must be based in Malaysia and able to work onsite at Sunway Nexis, Kota Damansara (Monday to Friday).
• Candidates must have full working rights in Malaysia. Visa sponsorship is not available for this position.

What We Offer

• Competitive salary with standard Malaysian benefits (EPF, SOCSO, EIS, and medical insurance).
• Opportunity to lead and shape the customer team within a steadily growing SaaS company.
• A collaborative and respectful work environment that values autonomy and accountability.
• Convenient office location next to MRT with access to more than 300 nearby food options.

How to Apply

If you’re passionate about leading a capable team and ensuring customers have an outstanding experience with Kreloses, we invite you to apply. Please submit your latest resume, cover letter, and LinkedIn profile through JobStreet.