Customer Success (Team Lead)

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 is 5–6 people today and will grow well beyond that, and we need a dedicated Team Lead to take ownership of the operation. This is first and foremost a leadership role: run the team day to day, own escalations end to end, and bring structure through clear processes, SOPs, and metrics. You don't need to be the deepest product or accounting expert in the room, but you do need to know Bukku well enough to lead a team that is. 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 today, growing well beyond that), ensuring smooth, timely, and high-quality support.
• Lead, coach, and develop the team, supporting each member's growth as the team scales.
• Own escalations end to end: triage complex or sensitive customer issues, bring in the right team member or product/engineering contact, keep the customer informed, and make sure every case reaches resolution.
• Define, track, and report on key CS metrics and performance (response times, resolution rates, CSAT, etc.), and use them to improve the operation.
• 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.
• Build and maintain a solid working knowledge of Bukku, and spend regular time in the support queue to stay close to what customers and the team are dealing with.
• 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 or a similar customer-facing operation.
• Proven, hands-on experience leading or managing a support team is a big plus.
• Highly tech savvy and quick to learn software products. Exposure to SaaS or enterprise software — especially accounting software — is strongly desired.
• 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 get-things-done attitude — willing to roll up your sleeves and support customers directly when the team needs it, while knowing when to pull in the right expertise rather than going it alone.

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).