Support & Customer Service Manager

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

We are seeking a dedicated Support & Customer Service Manager to lead our Level 1 Support team and ensure excellent service delivery across our self‑service kiosk, SaaS software, turnkey and ticketing systems.

Responsibilities

• Manage the Level 1 Support team: schedule shifts, monitor daily performance, coach and guide team members
• Provide front‑line support when required, covering for team members on leave or sick
• Attend monthly customer support review meetings with key clients and present service performance
• Serve as super‑admin for the ticket tracking platform (monday.com) – create boards, maintain workflows, and produce weekly/monthly reports
• Join weekly operations meetings to report SLA results, highlight major incidents, and escape unresolved issues
• Review and improve support processes to enhance responsiveness, productivity and service quality
• Coordinate with Level 2 and Level 3 teams for follow‑ups on escalated technical cases
• Maintain a strong customer service mindset, ensuring positive and professional communication at all times

Requirements

• Diploma or Degree in IT, Business, or related field
• Minimum 3–5 years’ experience managing a helpdesk, call centre, or customer support team
• Good understanding of SLA management, incident escalation and process improvement
• Experience with monday.com or other ticketing tools (e.g. Zendesk, Freshdesk, Jira Service Desk)
• Excellent communication, leadership, and problem‑solving skills
• Calm, patient and service‑oriented personality
• Experience in the self‑service kiosks, SaaS, attraction ticketing, mobile and online systems will be an advantage