Head of Customer Support (MY & SG)

Antler; Kuala Lumpur; On-site; MYR 120,000 - 150,000; Full time

Job summary

A leading startup in FinTech is seeking a Head of Customer Support for their operations in Kuala Lumpur. This role involves building a high-performing support team, driving excellence across customer support operations, and enhancing the customer experience using data insights. Ideal candidates have 6–10 years of experience in customer support with strong leadership skills and familiarity with Southeast Asian markets. Competitive pay and growth opportunities await.

Benefits

Learning and development opportunities

Impactful role in a fast-growing startup

Qualifications

• 6 to 10 years of experience in customer support/success/operations.
• At least 3 years in a front-facing leadership role.
• Experience building or scaling a multi-channel support organization.
• Familiarity with Southeast Asian markets is a plus.

Responsibilities

• Build and lead a high-performing Customer Support team.
• Define KPIs, SLAs, and escalation frameworks.
• Optimize tools and processes for customer experience.
• Use data to identify root causes and reduce churn.

Skills

Customer support/success/operations

Leadership

Analytical mindset

Cross-functional collaboration

Excellent communication

Empathy

Job description

We've scaled fast across Singapore and Malaysia, and we're just getting started. As we gear up for regional expansion, we're looking for a Head of Customer Support who can build and scale a world-class support engine that blends people, process, and product insight to deliver exceptional customer experiences.

As Head of Customer Support, you'll lead the end-to-end customer support function for Singapore and Malaysia, with potential to scale regionally in the future. You'll drive excellence across customer support operations, define and enforce SLAs, improve systems and tooling, and partner closely with Product Ops to turn customer insights and feedback into product improvements.

You're not just managing tickets, you're building the foundation of a high-performing, data-driven support organization that scales with the company.

What you'll do...

• Build and lead a high-performing Customer Support team that delivers consistent, high-quality support across all touchpoints (chat, email, phone, or in-app).
• Define KPIs, SLAs, and escalation frameworks that drive customer satisfaction and team accountability.
• Optimize tools and processes to enhance speed, accuracy, customer experience, and self-service resolution.
• Partner with Product Ops, Engineering, and Commercial teams to surface recurring pain points and influence product roadmap priorities.
• Develop scalable processes and playbooks to facilitate a seamless regional rollout, ensuring consistency in the support experience as we expand into new markets.
• Use data to identify root causes, monitor NPS/CSAT trends, and implement action plans to reduce churn and improve lifetime value.
• Foster a culture of high ownership and a customer-first approach. Coach, develop, and retain top-tier support talent.

What we are looking for..

• 6 to 10 years of experience in customer support/success/operations, with at least 3 years in a front-facing leadership role (preferably in SaaS, fintech, or POS tech startups).
• Proven experience building or scaling a multi-channel support organization from the ground up.
• An analytical mindset is comfortable using data to diagnose issues, design processes, and performance reports.
• Strong cross-functional collaborator with Product, Ops, and Commercial teams.
• Excellent communication, empathy, and people leadership skills.
• Regional experience or familiarity with Southeast Asian markets is a strong plus.
• High bias for action, thrives in ambiguity, and builds structure fast.

Why Join Qashier? Join Qashier, a fast-growing startup with an innovative platform transforming the retail and F&B industries. You'll play a crucial role in driving growth and decision-making while enjoying fantastic learning and development opportunities within our tight-knit team. Make a strong impact by collaborating with teams and markets to achieve business objectives and create an impact across the board.

About Us

Qashier ( qashier.com ) is a venture-backed startup that is transforming the way retail and F&B operations manage payments, loyalty programs, and business data. Our Qashier SuperTerminal is an all-in-one, cloud-based POS device that allows merchants to streamline their operations while offering integrated payment solutions. With Qashier, merchants get the tools they need to grow their business efficiently.

Ready to take the leap and make an impact in the exciting world of FinTech?

Click 'Apply' or reach out to [e-mail] to start the conversation.