Lead, Customer Support
Kuala Lumpuronsitesenior
Posted today · via Workday
About this role
About the Role The Head of Customer Support is responsible for leading the bank's end-to-end customer support function, ensuring every customer interaction across voice, chat, email, web, and social media meets the highest standards of quality, compliance, and satisfaction. This role owns the performance of the Level 1 BPO partner, manages BNM-related complaints and escalations, and works closely with Product, Technology, and Marketing to embed the voice of the customer into the bank's decisions. The role also drives the systems, automation, and continuous improvement agenda; including Case Management System (CMS), telephony, and IVR configuration needed to elevate operational productivity and First Contact Resolution (FCR). Key Responsibilities A.…
What we'd score you on
reqspace match rubricFive dimensions, recruiter-grade. Upload your resume and we'll generate a written explanation of where you fit and where the gaps are.
1
Skills match
For this role: teams
2
Level fit
This role is senior-level. We check your trajectory against it.
3
Domain experience
Your work in the role's domain matters more than your years total. We weight recent and direct experience.
4
Recency
A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.
5
Location fit
This role is based in Kuala Lumpur. We weight your proximity and willingness to relocate.
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Skills in this role
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teams
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