Global Customer Service Leader — Scale Ops & Excellence

Hytech Consulting Management Sdn Bhd; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

Hytech Consulting Management Sdn Bhd is seeking an experienced Customer Service Manager to scale global support operations and build a structured, data-driven function across regions. You will lead multi-site, multi-lingual teams and drive KPI improvements to raise service quality and efficiency.

You will partner with Product, Engineering, and Marketing to address root causes, oversee workforce planning, and coach leaders to foster a high-performance culture in a fast-growing fintech environment.

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 KPIs/OKRs.

Responsibilities

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

Skills

Leadership

People management

Operations management

Stakeholder management

Process improvement

Multi-site leadership

Mandarin

Job description

Hytech Consulting Management Sdn Bhd is seeking an experienced Customer Service Manager to scale global support operations and build a structured, data-driven function across regions. You will lead multi-site, multi-lingual teams and drive KPI improvements to raise service quality and efficiency.

You will partner with Product, Engineering, and Marketing to address root causes, oversee workforce planning, and coach leaders to foster a high-performance culture in a fast-growing fintech environment.