Head of Omnichannel Customer Support & CX

Ryt Bank; Kuala Lumpur; On-site; MYR 240,000 - 480,000; Full time

Job summary

Ryt Bank is seeking a Head of Customer Support to lead end-to-end customer support across voice, chat, email, and social channels. You will own the performance of outsourced providers, manage regulatory escalations, and collaborate with Product, Technology and Marketing to embed the voice of the customer in decisions.

You will drive systems, automation, and continuous improvement for CMS, telephony, and IVR, aiming to elevate FCR and overall customer experience.

Qualifications

• 10+ years in customer support/operations with at least 5 years in a leadership role.
• Experience in omnichannel support (voice, chat, email, web, social).
• Banking/fintech background and familiarity with BNM complaints handling is a plus.
• Hands-on with configuring CMS, telephony, and IVR workflows.

Responsibilities

• Oversee Level 1 BPO provider across all customer contact channels to ensure high-quality service.
• Ensure customer satisfaction across outsourced and internal touchpoints.
• Own BNM-related escalations and regulatory inquiries with compliant resolution.
• Act as the voice of the customer in cross-functional product and marketing teams.
• Manage KPIs, SLAs, and AHT; monitor performance and take corrective action.

Skills

Omnichannel management

Vendor management

Leadership

Stakeholder management

Automation opportunities

Education

BA in Business/Finance/Law/Risk Management

Tools

CMS

Telephony

IVR systems

Job description

Ryt Bank is seeking a Head of Customer Support to lead end-to-end customer support across voice, chat, email, and social channels. You will own the performance of outsourced providers, manage regulatory escalations, and collaborate with Product, Technology and Marketing to embed the voice of the customer in decisions.

You will drive systems, automation, and continuous improvement for CMS, telephony, and IVR, aiming to elevate FCR and overall customer experience.