Senior CX Manager | VIP Care, Flexible Hours

GAMER2GAMER SDN. BHD.; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Parking

Transport allowance

Flexible working hours

Job summary

Gamer2Gamer Sdn Bhd (Malaysia) is seeking a Customer Success & Experience Manager to lead the frontline team from onboarding to renewal, ensuring a trusted customer journey. The role emphasizes Omotenashi-style service—anticipating needs, precise attention to detail, and hospitality as craft.

You will mentor a team of associates, own CSAT and retention metrics, and collaborate with Product, Marketing, and Operations to turn insights into action.

Qualifications

• 2-5+ years in Customer Success or Customer Experience roles with at least 2 years leading a team of 40+ agents.
• Proven track record of improving CSAT, retention or experience metrics.
• Strong communication and de-escalation skills.

Responsibilities

• Lead and coach a frontline team to set service quality standards by example.
• Own customer satisfaction metrics and translate them into actionable team steps.
• Design and refine customer journeys, touchpoints, and SOPs.
• Anticipate customer needs and flag risks before escalation.
• Serve as primary contact for VIP customers with high-touch support.
• Collaborate with Product, Marketing, and Operations to feed customer insights back into the business.
• Build playbooks, training materials, and quality frameworks to scale service delivery.
• Report on team and customer experience performance to leadership.

Skills

Customer Success

Team leadership

CRM tooling

Communication

Problem solving

Tools

Freshdesk

AI tools

Analytics

Job description

Gamer2Gamer Sdn Bhd (Malaysia) is seeking a Customer Success & Experience Manager to lead the frontline team from onboarding to renewal, ensuring a trusted customer journey. The role emphasizes Omotenashi-style service—anticipating needs, precise attention to detail, and hospitality as craft.

You will mentor a team of associates, own CSAT and retention metrics, and collaborate with Product, Marketing, and Operations to turn insights into action.