Support & Customer Experience Lead (SaaS & Kiosks)

Longbow Solutions; Sepang; On-site; MYR 50,000 - 70,000; Full time

Job summary

A technology service company in Malaysia is seeking a dedicated Support & Customer Service Manager to lead the Level 1 Support team. You will ensure excellent service delivery across various systems including self-service kiosks and SaaS software. The ideal candidate has 3–5 years of experience in managing customer support teams, strong communication skills, and familiarity with SLA management. This role involves coaching team members, coordinating with higher-level teams, and maintaining a strong customer service mindset.

Qualifications

• 3–5 years’ experience managing a helpdesk, call center, or customer support team.
• Good understanding of SLA management and incident escalation.
• Experience in self-service kiosks and SaaS systems is an advantage.

Responsibilities

• Manage the Level 1 Support team, schedule shifts, and monitor performance.
• Provide front-line support when required and cover for team members.
• Attend monthly customer support review meetings and present service performance.

Skills

Strong communication skills

Leadership

Problem-solving

Service-oriented mindset

Education

Diploma or Degree in IT, Business or related field

Tools

monday.com

Zendesk

Freshdesk

Jira Service Desk

Job description

A technology service company in Malaysia is seeking a dedicated Support & Customer Service Manager to lead the Level 1 Support team. You will ensure excellent service delivery across various systems including self-service kiosks and SaaS software. The ideal candidate has 3–5 years of experience in managing customer support teams, strong communication skills, and familiarity with SLA management. This role involves coaching team members, coordinating with higher-level teams, and maintaining a strong customer service mindset.