A
global leading Fintech player is looking for a
Customer Service Senior Manager to join its growing operations in Malaysia.
This is a senior leadership opportunity within a
large-scale Customer Service organisation of 200-300+ employees, with regional exposure and a strong focus on
AI-driven Customer Service transformation.
*We welcome experienced expatriate candidates who are open to relocating to Malaysia.
What You'll Be Doing
- Lead and drive a large-scale Customer Service operation supporting global customers across a 24/7 environment.
- Lead AI-driven Customer Service transformation, including the implementation and optimisation of AI-powered chatbots and automation solutions.
- Partner with AI, Engineering, Product and frontline teams across borders to drive Customer Service and technology initiatives.
- Drive operational excellence across service quality, customer experience, processes and team performance.
- Lead cross-functional projects to enhance Customer Service capabilities, efficiency and customer experience.
What We're Looking For
- Strong experience in Customer Service / Customer Operations leadership, ideally within a large-scale environment.
- Proven hands-on experience with AI Bots / AI-powered Customer Service, with a strong understanding of how AI can be applied to improve Customer Service operations.
- Experience driving AI transformation, automation or chatbot implementation within a Customer Service environment.
- Strong Zendesk experience is highly valueable.
- Strong stakeholder management and cross-functional collaboration skills, particularly with Product, Engineering and Technology teams.
- Experience supporting international / global markets.
- Background in FinTech, Payments, E-commerce or other technology-driven businesses is highly preferred.
- Mandarin speaking, reading and writing is required, as Mandarin is extensively used for documentation and collaboration.
Join a global business at an exciting stage of
Customer Service transformation, with the opportunity to shape how
AI and automation are leveraged across a large regional operation.
If you are a
Mandarin-speaking Customer Service leader with strong AI Bot, Zendesk and transformation experience, we'd love to hear from you.
