Remote Customer Support Team Lead – Malaysia

Otonomee Customer Management Limited; Malaysia; Remote; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Fully remote

Equipment provided

Home office allowance

Wellbeing program

Growth opportunities

Team events

Autonomy

Job summary

Otonomee Customer Management Limited is seeking an experienced Customer Support Team Manager to lead a remote team in Malaysia. This permanent work-from-home position requires strong leadership, coaching, and a focus on delivering high-quality service in a BPO environment.

The role is full-time with 40 hours weekly and 8-hour shifts rotating across mornings and evenings. You will oversee daily operations, coach team members, monitor performance, and drive improvements while coordinating with

Qualifications

• 3–5 years of team management experience in a BPO/Contact Centre.
• Ability to coach and mentor a customer support team to meet targets.
• Strong planning, organizational and problem-solving skills.
• Excellent written and spoken English; comfortable with remote work.

Responsibilities

• Lead and manage a remote team of customer support advisors.
• Coach, motivate, and provide feedback through 121s and team meetings.
• Monitor performance metrics and drive improvements and efficiencies.
• Ensure adherence to compliance guidelines and knowledge gaps are addressed.
• Oversee day-to-day operations and act as a key point of contact.
• Manage escalation process and root-cause issues for service delivery.
• Provide high-level customer service and technical support as needed.
• Coordinate with internal teams to share updates and changes.
• Develop and streamline procedures to enhance service delivery.
• Support the learning and development of teammates and transfers of knowledge.
• Foster accountability, collaboration, and continuous learning culture.
• Support and manage training requests and staffing implications.
• Assist in responding to complex problems and client queries.

Skills

Team management

Customer support

Planning

Organization

Problem solving

Remote work

English proficiency

Job description

Otonomee Customer Management Limited is seeking an experienced Customer Support Team Manager to lead a remote team in Malaysia. This permanent work-from-home position requires strong leadership, coaching, and a focus on delivering high-quality service in a BPO environment.

The role is full-time with 40 hours weekly and 8-hour shifts rotating across mornings and evenings. You will oversee daily operations, coach team members, monitor performance, and drive improvements while coordinating with