Global AI-Driven Customer Solutions Manager

Impact; Kuala Lumpur; Hybrid; MYR 180,000 - 300,000; Full time

Benefits offered by this job

Flexible Working

Mental health support

Coursera access

Parental leave

Tech stipend

Job summary

impact.com is seeking a seasoned Customer Solutions / Customer Support Manager to lead a high-performing team in our Kuala Lumpur office and across APJ. The role emphasizes operational rigor, talent development, and data-driven decision making to deliver exceptional customer experiences.

Hybrid work in KL—three days in-office—across a fast-growing SaaS environment. Strong CRM/QA expertise and leadership in high-volume support are essential for success.

Qualifications

• Seasoned leader with track record managing large support teams in fast-paced SaaS environments.
• Experience with CRM platforms and QA frameworks.
• Interest or familiarity with MarTech, affiliate or partnership marketing is a plus.
• Strong analytics, data storytelling and cross-functional collaboration skills.

Responsibilities

• Lead day-to-day operations of the global support function across time zones.
• Coach and develop Support Specialists; implement performance reviews and improvement plans.
• Own escalations and relay customer feedback to Product/Engineering teams.
• Establish reporting rhythms from daily operations to monthly business reviews.
• Champion AI tooling to automate routine tasks and enhance agent productivity.

Skills

Leadership

BPO operations

High-volume support

SaaS familiarity

CRM/QA tooling

MarTech interest

Data-driven

AI tooling awareness

Clear communication

Tools

Freshdesk

Zendesk

Job description

impact.com is seeking a seasoned Customer Solutions / Customer Support Manager to lead a high-performing team in our Kuala Lumpur office and across APJ. The role emphasizes operational rigor, talent development, and data-driven decision making to deliver exceptional customer experiences.

Hybrid work in KL—three days in-office—across a fast-growing SaaS environment. Strong CRM/QA expertise and leadership in high-volume support are essential for success.