Fintech Customer Service Manager — Live Chat (On-site, KL)

Jayapay; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Competitive base salary

Attendance incentives

Parking Allowance

Monthly KPI Bonus

12 days annual leave

Complimentary snacks and beverages

Job summary

Jayapay Malaysia is seeking an experienced Customer Service Manager to lead our live chat and client support teams in Kuala Lumpur. You will oversee service delivery, resolve high‑priority incidents, and ensure client satisfaction across fintech products.

The role requires strong leadership, cross‑functional collaboration with product, tech, and compliance, and the ability to drive KPIs, improve processes, and coach a high-performing on-site team at Bukit Bintang.

Qualifications

• Proven track record of leading and managing a team.
• Experience in crypto, trading, payment gateway, or Forex companies.
• Willing to work on shift schedules.
• Able to work fully on-site (Bukit Bintang).
• Strong ethics, proactive problem-solving, and customer focus.

Responsibilities

• Lead and manage a team responsible for client support, account management, and service delivery, ensuring high-quality and timely client solutions.
• Understand client business needs and identify opportunities to improve client satisfaction, retention, service quality, and overall account performance.
• Oversee the handling of urgent incidents, service disruptions, and complex client escalations, coordinating with relevant internal teams to develop effective solutions and minimize business impact.
• Monitor and analyze client account performance, transaction trends, operational metrics, and market developments, providing actionable insights and strategic recommendations to clients and internal stakeholders.
• Lead regular client reviews and performance discussions, ensuring key issues, opportunities, and action plans are clearly identified and followed through.
• Work closely with Business Development, Product, Technology, Operations, Finance, and Compliance teams to drive cross-functional initiatives and ensure seamless project execution.
• Establish and improve client management processes, service standards, escalation procedures, and team workflows to enhance operational efficiency and client experience.
• Set team objectives and KPIs, monitor performance, provide coaching and feedback, and drive continuous improvement within the team.
• Take ownership of high-priority client matters and ensure timely follow-up, resolution, and communication until closure.

Skills

People management

Leadership

Client relationship

Communication skills

Cross-functional collaboration

Crypto/payments knowledge

Job description

Jayapay Malaysia is seeking an experienced Customer Service Manager to lead our live chat and client support teams in Kuala Lumpur. You will oversee service delivery, resolve high‑priority incidents, and ensure client satisfaction across fintech products.

The role requires strong leadership, cross‑functional collaboration with product, tech, and compliance, and the ability to drive KPIs, improve processes, and coach a high-performing on-site team at Bukit Bintang.