Bukku is a well-funded and fast growing software company running the most-loved cloud accounting software currently being used by more than 20k SMEs in the country.
Our Customer Success team has grown to 5–6 people, and we're at the point where we need a dedicated Team Lead to take ownership of the operation. This is a hands-on leadership role: you'll manage the day-to-day running of the CS team, handle escalations, and bring structure to how we work — streamlining processes, documenting how things are done, and starting to track the metrics that tell us how well we're serving our customers. As the team scales, you'll coach and develop your people and help them grow in their careers. If you love building order out of a fast-growing operation and genuinely care about customer experience, this is the role for you.
Responsibilities
- Manage the day-to-day operations of the Customer Success team (5–6 people and growing), ensuring smooth, timely, and high-quality support.
- Lead, coach, and develop the team, supporting each member's growth as the team scales.
- Handle and own escalations, stepping in on complex or sensitive customer issues to drive them to resolution.
- Define, track, and report on key CS metrics and performance (response times, resolution rates, CSAT, etc.), and use them to improve the operation.
- Infuse, streamline, and document processes and SOPs to make the team more consistent and scalable.
- Act as the bridge between CS and other teams (product, engineering) to escalate recurring issues and feed back customer insights.
- Plan for scale: forecast staffing needs, support hiring, and onboard new team members as the team grows.
Requirements
- At least 5 years of experience in customer success / support, including experience leading or coordinating a team.
- Highly tech savvy and comfortable learning software products quickly. Experience in the accounting or software/SaaS industry is strongly preferred.
- A track record of improving processes, documenting SOPs, or bringing structure to a support operation.
- Comfortable with data — able to define and track performance metrics and act on what they show.
- Strong people skills: able to coach, motivate, and manage a team, and to stay calm and effective when handling escalations.
- Strong written and verbal communication skills in English; another language (Malay or Chinese) is a plus.
- A hands-on, get-things-done attitude — willing to support customers directly when needed, not just manage from a distance.
The perfect candidate:
- Having a think big, start small mindset (You're ambitious yet patient).
- Having a growth mindset (You thrive on challenge and are hungry for improvements).
- A natural organiser (You can't help but bring order to chaos).
- Confident yet humble (Confident when you know your stuff).
- True team player (If you want to go far, go together).
