Global Customer Service & CX Leader — Scale Operations

Hytech; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

Hytech, a leading management consulting firm with global reach, seeks an experienced Customer Service Manager to lead and scale our multi-site support operations.

You will drive performance, coach team leaders, and partner with Product, Engineering, and Marketing to improve the customer journey. Mandarin proficiency is required.

This role offers a fast-growing environment and a chance to shape a high-performance customer service culture across Southeast Asia.

Qualifications

• 8–10 years of experience in Customer Service or Contact Centre environments.
• At least 3 years in a senior managerial role overseeing large or regional teams.
• Proven track record in improving operational performance and delivering against defined KPIs or OKRs.
• Experience in process improvement, quality management, or continuous improvement frameworks.
• Strong leadership and people development capabilities.
• Ability to operate effectively in a fast-paced, high-growth environment.
• Experience managing regional or global operations is preferred.
• Excellent stakeholder management and communication skills.
• Proficiency in Mandarin to liaise with Chinese-speaking stakeholders.

Responsibilities

• Lead global customer service operations with a focus on scalability, service quality, and operational excellence.
• Manage multi-site and multi-lingual teams across Southeast Asia, ensuring consistent standards and effective local execution.
• Drive performance improvement across key service metrics including First Response Time, Customer Satisfaction, and Resolution Rate.
• Implement continuous improvement initiatives to optimise workflows, SOPs, and overall customer journey.
• Develop and coach team leaders and customer service professionals to build a high-performance culture.
• Partner with Product, Engineering, and Marketing teams to address root-cause issues and enhance user experience.
• Oversee workforce planning, scheduling, and resource allocation to ensure effective multi-channel support coverage.
• Lead hiring, onboarding, and capability building initiatives within the customer service organisation.

Skills

Leadership

Stakeholder management

People development

Operations management

Process improvement

Job description

Hytech, a leading management consulting firm with global reach, seeks an experienced Customer Service Manager to lead and scale our multi-site support operations.

You will drive performance, coach team leaders, and partner with Product, Engineering, and Marketing to improve the customer journey. Mandarin proficiency is required.

This role offers a fast-growing environment and a chance to shape a high-performance customer service culture across Southeast Asia.