Head of Customer Experience & VIP Relations

SDG Tech; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

SDG Tech is seeking a hands-on Head of Customer Service & VIP Experience to build and lead our customer service function from the ground up. This role is not purely managerial and requires starting from zero—personally handling customers, resolving complex cases, supporting VIP customers, and gradually developing scalable processes.

You will recruit the team, design SOPs, and implement a high-quality, customer-centric operation while maintaining strong VIP relationships in a fast-moving tech

Qualifications

• 5+ years in Customer Service or CX/Operations roles.
• Experience leading or managing a CS team for at least 2 years.
• Proven track record building or improving a CS operation.

Responsibilities

• Build the Customer Service function from the ground up with defined structure and standards.
• Develop SOPs, escalation procedures, response guidelines and service standards.
• Recruit, onboard, train and manage CS team members.
• Design shift schedules and manpower plans to support business needs.
• personally handle complex customer inquiries and VIP escalations.
• Establish clear ownership and escalation paths for issues.
• Create KPIs and reporting to monitor service performance and quality.

Skills

Customer Service

VIP Experience

Leadership

SOPs

Recruiting & Training

Conflict Resolution

English Proficiency

English & Chinese

Job description

SDG Tech is seeking a hands-on Head of Customer Service & VIP Experience to build and lead our customer service function from the ground up. This role is not purely managerial and requires starting from zero—personally handling customers, resolving complex cases, supporting VIP customers, and gradually developing scalable processes.

You will recruit the team, design SOPs, and implement a high-quality, customer-centric operation while maintaining strong VIP relationships in a fast-moving tech