Team Manager, Customer Support – APAC Customer Support · Kuala Lumpur ·

TeamViewer GMBH; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Global leadership role

Follow-the-sun model

International travel

Team events

Open culture

Diversity and CARE initiatives

Job summary

TeamViewer is seeking an experienced Team Manager, Customer Support – APAC to lead the regional Customer Support organization and contribute to our global support strategy. You will drive customer experience, performance and development while guiding APAC in our follow-the-sun model.

You will lead a diverse, international team, focusing on accountability, collaboration and continuous development, shaping global standards across regions.

Qualifications

• Five+ years of leadership in Customer Support, Technical Support, or related environment.
• Experience leading customer-facing teams with a focus on performance and development.
• Experience with follow-the-sun/global support models and cross-regional ownership.

Responsibilities

• Lead APAC Customer Support to build a high-performing, customer-focused team.
• Own the global follow-the-sun support model and global queues transitions.
• Develop talent, succession planning and empower team members.
• Drive KPIs across responsiveness, resolution, SLAs, quality and outcomes.
• Utilize data insights to identify gaps and drive improvements.
• Manage escalations and collaborate cross-functionally to improve the customer experience.
• Balance workloads globally with Support leaders in other regions.
• Champion automation and AI-enabled support within operations.
• Represent APAC in the Global CS leadership discussions.

Skills

Leadership

Customer Support

SaaS Experience

Global Ops

APAC Knowledge

Data-Driven

Stakeholder Management

English Fluent

Cross-cultural

Education

Business / IT / CS degree

Tools

CRM Systems

Self-Service Platforms

AI-enabled tools

Job description

TeamViewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.

We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact?

Responsibilities

We are looking for an experienced, hands-on Team Manager, Customer Support – APAC to lead our regional Customer Support organization and contribute to our global support strategy.

You will drive customer experience, operational performance, people development and continuous improvement, while leading APAC’s contribution to our global follow-the-sun support model. This includes supporting the transition toward global queues, shared case ownership and seamless customer support across regions and time zones.

You will lead, coach and develop a diverse international team, building a high-performance culture focused on customer outcomes, accountability, collaboration and continuous development.

• Lead and develop the APAC Customer Support team, creating a high-performing, engaged and customer-focused organization with a strong culture of accountability, collaboration and ownership.
• Set clear expectations and actively manage individual and team performance against defined objectives and KPIs, supported by regular feedback, coaching, one-to-ones and development planning.
• Identify and develop high-potential talent, strengthen succession planning and empower team members to make decisions, take ownership and continuously improve the customer experience.
• Own the operational performance of APAC Customer Support, driving regional and global KPIs across responsiveness, resolution, service levels, quality, productivity and customer outcomes.
• Use operational data and insights to identify performance gaps, address root causes, effectively align resources and capacity, and drive sustainable improvements.
• Manage complex or high-impact customer escalations and identify recurring customer pain points, working cross-functionally to improve the broader customer experience.
• Lead APAC as an integral part of the global follow-the-sun support model, helping transition from regional ticket queues to global queues, shared case ownership and effective handover practices across regions.
• Partner closely with Support leaders in EMEA and the Americas to balance global workloads, capacity and skills, improve customer coverage and champion a global-first mindset.
• Drive transformation and continuous improvement by simplifying, standardizing and automating support operations, while championing the adoption of new technologies, tools, self-service capabilities and AI-enabled ways of working.
• Represent APAC within the Global Customer Support leadership team, partnering with Product, Engineering, Sales, Customer Success and regional Support leaders to establish consistent service standards, share best practices and provide clear insights on performance, customer trends, risks and opportunities.

Requirements

• 5+ years of leadership experience within Customer Support, Technical Support, Customer Experience or a related environment, ideally within SaaS or technology.
• Demonstrated experience leading, coaching and developing high-performing customer-facing teams, with a strong focus on performance, accountability and continuous development.
• Experience operating within, or transitioning toward, a follow-the-sun or global support model, including global queues, cross-regional case ownership, workload and capacity management.
• Strong understanding of the APAC region, with experience working across different markets, cultures and time zones while building shared global accountability.
• Proven ability to manage operational performance through KPIs, data, coaching and continuous improvement, translating operational insights into clear actions and business decisions.
• Experience managing complex customer escalations and communicating effectively with senior internal and external stakeholders.
• Strong understanding of modern Customer Support operations, including case management, self-service, automation and AI-enabled support, with the technical aptitude to quickly understand new products, systems and technologies.
• Experience leading organizational or operational change, improving processes and challenging existing ways of working within a growing or transforming organization.
• Excellent communication, collaboration and stakeholder management skills, with the confidence to make decisions, challenge the status quo and drive accountability.
• Fluency in English is required, with Japanese, Korean, Thai or other APAC languages an advantage. A degree in Business, Information Technology, Computer Science, Economics or a related discipline is advantageous but not essential.

What we offer

• Competitive salary and benefits package, including performance-based incentives.
• Opportunity to play a key leadership role within a global Customer Support organization.
• The opportunity to help shape and evolve our global follow-the-sun Support model.
• International collaboration with Support, Product and other business teams.
• Opportunities for international travel and collaboration with global teams.
• Quarterly team events and company-wide celebrations.
• An open and collaborative working culture.
• Shared staff lunches and complimentary fruit, tea and coffee.
• Opportunities to participate in company and customer events, including F1-related events.
• Join a diverse APAC organization representing many nationalities and backgrounds.
• Opportunities to actively contribute to our diversity and CARE initiatives.

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.

If you require any accommodations or adjustments during the application or hiring process, including interview or onboarding support, please reach out to your Talent Acquisition Partner, who will be happy to support you.