Global Customer Solutions Manager – AI-Driven, Hybrid KL

impact.com; Kuala Lumpur; Hybrid; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Flexible Working

Health and Wellness

Investing in Your Growth

Parental Support

Technology Financial Support

Job summary

impact.com in Kuala Lumpur is seeking a Customer Solutions / Customer Support Manager to lead a high-performing team of Support Specialists in the APJ region, with hybrid in-office three days a week.

You will drive KPI excellence, coaching, escalations, data reporting, and work with Product and Engineering to shape a data-driven, customer-first support organization while embracing AI tools to automate routine tasks.

Qualifications

• Seasoned leader with proven track record managing high-volume support teams in a fast-paced SaaS environment.
• Experience implementing CRM and QA frameworks, with hands-on use of Freshdesk or Zendesk.
• Interest or familiarity with MarTech/affiliate/partnership marketing spaces is a plus.
• Strong performance management, coaching, and accountability culture.
• Ability to establish reporting cadences and translate metrics into action.

Responsibilities

• Drive operational rigor and hit KPIs across customer satisfaction, ticket resolution, and response times.
• Develop talent through coaching, PIPs, and clear performance expectations.
• Own escalations and provide Voice-of-the-Customer insights to Product and Engineering.
• Establish data-driven reporting and monthly business reviews for continuous improvement.
• Champion AI-enabled automation to reduce repetitive tasks and free up agents for complex issues.

Skills

Seasoned Leadership

CRM & QA Tool Expertise

MarTech Affinity

High Performance Standards

Operational & Data Literacy

AI & Tech Fluency

Exceptional Communication

Tools

Freshdesk

Zendesk

Job description

impact.com in Kuala Lumpur is seeking a Customer Solutions / Customer Support Manager to lead a high-performing team of Support Specialists in the APJ region, with hybrid in-office three days a week.

You will drive KPI excellence, coaching, escalations, data reporting, and work with Product and Engineering to shape a data-driven, customer-first support organization while embracing AI tools to automate routine tasks.