Global Customer Service Manager

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 is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape. Our client portfolio includes top global trading platforms and leading crypto exchanges.

With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.

About the Role

We are seeking an experienced Customer Service Manager to lead and scale our global customer support operations. This role is responsible for managing multi-site teams, driving operational performance, and building a structured, data-driven customer experience function in a fast-growing environment.

The ideal candidate is a strong people leader with proven experience managing regional or global customer service teams and delivering measurable improvements in service quality and operational efficiency.

Key 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

Requirements

• 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
• Demonstrated 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