Head of Customer Support & CX Automation

Strattonshire Ventures; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A consumer app company in Kuala Lumpur is seeking an experienced Customer Support Lead to own the support function. Responsibilities include mapping the entire customer support journey, implementing systems using Zendesk, and managing AI-assisted support tools. Ideal candidates have 3-7 years' experience in customer support, strong written English, and leadership skills. The role promises a good salary based on experience, quarterly performance bonuses, and the opportunity to work in a creative team in a stable environment.

Benefits

Good Basic Salary based on experience

Quarterly Performance Bonus

Collaborative team environment

Qualifications

• 3–7 years in Customer Support / CX for consumer apps.
• Experience as a Team Lead / Senior Agent / Manager.
• Strong written communication in English.

Responsibilities

• Own the entire customer support function for the app.
• Map and design the end-to-end support journey.
• Implement and manage the helpdesk system (Zendesk).
• Train, manage, and review junior support agents.

Skills

Customer Support / CX experience

Team Lead / Senior Agent experience

Hands-on with Zendesk

Experience with AI assistants

Strong written English

Data-oriented

Leadership capabilities

Tech-savviness

Understanding of risk & compliance

Tools

Zendesk

AI tools

Job description

A consumer app company in Kuala Lumpur is seeking an experienced Customer Support Lead to own the support function. Responsibilities include mapping the entire customer support journey, implementing systems using Zendesk, and managing AI-assisted support tools. Ideal candidates have 3-7 years' experience in customer support, strong written English, and leadership skills. The role promises a good salary based on experience, quarterly performance bonuses, and the opportunity to work in a creative team in a stable environment.