Head of Customer Service & VIP Experience

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

Head of Customer Service & VIP Experience

Head of Customer Service & VIP Experience

We are looking for a hands-on Head of Customer Service & VIP Experience to build and lead our customer service function from the ground up.

This is not a purely managerial role.

The successful candidate must be comfortable starting from zero - personally handling customers, resolving complex cases, supporting VIP customers, building processes, recruiting the team, and gradually developing a scalable customer service operation.

Key Responsibilities

Build the Customer Service Function

Build the customer service team from 0 to 1, including team structure, roles, workflows and operating standards.

Develop SOPs, escalation procedures, response guidelines and service standards.

Recruit, onboard, train and manage customer service team members.

Design shift schedules and manpower planning to support business requirements.

Establish clear ownership and escalation paths for different customer issues.

Hands-on Customer Support

Personally handle customer enquiries and complex cases, especially during the early stage of team development.

Take ownership of escalated complaints and sensitive customer situations.

Identify root causes instead of only resolving individual tickets.

Work closely with internal teams to ensure customer issues are properly followed up and resolved.

VIP Customer Management

Personally manage and communicate with VIP and high-value customers when necessary.

Handle sensitive, urgent or high-impact customer cases professionally.

Build service standards and communication approaches for VIP customers.

Maintain strong customer relationships while protecting company policies and commercial interests.

Team Management & Quality Control

Train the team on communication, problem-solving and customer handling standards.

Review conversations and cases regularly to maintain service quality.

Coach team members and address performance gaps.

Build a culture of accountability, professionalism, responsiveness and ownership.

Operations & Performance

Establish and monitor key service metrics such as response time, resolution time, customer satisfaction, escalation rate and service quality.

Identify recurring customer issues and recommend improvements.

Build reporting and performance monitoring for the customer service function.

Continuously improve processes as the customer base and team grow.

Requirements

5+ years of experience in Customer Service, Customer Experience, Customer Operations or a related role.

At least 2 years of experience leading or managing a customer service team.

Proven experience building or significantly improving a customer service operation.

Strong hands-on customer handling ability — you must be comfortable personally managing difficult and high-value customers.

Strong problem-solving and conflict-resolution skills.

Able to remain calm and professional when dealing with demanding customers or high-pressure situations.

Strong understanding of customer service SOPs, escalation management, quality assurance and team performance management.

Experience recruiting, training and developing customer service teams.

Strong ownership mentality with the ability to work independently in a fast-moving environment.

Comfortable working in a company where processes are still being built and improved.

Strong written and spoken English.

English & Chinese proficiency is highly preferred.

Preferred Experience

Experience in one or more of the following environments would be an advantage:

Fast-growing technology companies

Digital platforms

Fintech or payment companies

E-commerce or marketplaces

Hospitality or concierge services

Companies serving VIP or high-value customers

24/7 customer service operations

What We Are Looking For

We are specifically looking for someone who can build, operate and lead.

You should be equally comfortable:

Answering a difficult customer yourself

Handling a VIP escalation

Writing an SOP

Training a new team member

Reviewing service quality

Recruiting the next CS hire

Designing the future structure of the department

If you prefer managing an already established team rather than building one, this role may not be the right fit.