Regional Customer Support Leader

Exness jobs for internal candidates; Malaysia; On-site; MYR 120,000 - 190,000; Full time

Benefits offered by this job

Relocation support

Health insurance

Education allowance

Annual leave and holidays

Wellness allowance

Job summary

Exness invites applications for a Customer Support Manager (Internal Application only) based in Kuala Lumpur, Malaysia. You will oversee a team of Support Executives and Leads, ensuring effective issue resolution across designated regions and driving KPI performance.

The role emphasizes people management, workforce planning, and continuous improvement, with relocation support and a strong benefits package including health insurance, education allowances, and leave.

Qualifications

• Bachelor’s degree in Business Administration, Management, Operations, or related field; equivalent relevant experience may be considered.
• 7+ years in Customer Support/Service Operations or related environment.
• Proven people management and team leadership experience, including performance management and coaching.
• Strong knowledge of customer service operations, KPI tracking, and process improvement.
• Advanced English written and spoken communication; stakeholder engagement across regions.

Responsibilities

• Oversee a team of Support Executives and Leads; manage performance and KPIs.
• Lead regional recruitment and internal mobility with Workforce Management.
• Manage annual performance cycle, performance reviews, and development planning.
• Identify development needs, coach, and support career growth.
• Oversee onboarding, relocation, engagement, and offboarding with HRBPs.
• Oversee scheduling, leave, overtime, and shift coverage for operations.
• Drive productivity, quality, and customer-service standards across regions.
• Prepare monthly/quarterly business reviews with cross-functional stakeholders.
• Monitor QA and CSAT, drive improvements and incident management.
• Lead projects and continuous improvement initiatives to enhance support operations.

Skills

Excel

Google Sheets

Salesforce

Tableau

Education

Bachelor’s degree in Business Administration, Management, Operations, or related field

Job description

Exness invites applications for a Customer Support Manager (Internal Application only) based in Kuala Lumpur, Malaysia. You will oversee a team of Support Executives and Leads, ensuring effective issue resolution across designated regions and driving KPI performance.

The role emphasizes people management, workforce planning, and continuous improvement, with relocation support and a strong benefits package including health insurance, education allowances, and leave.