Customer Support Team Manager

Job not on LinkedIn

🔥 0 minutes ago

🇲🇾 Malaysia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Otonomee | B Corp™

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

🤝 B2B

💼 Consulting

🤖 Artificial Intelligence

B2B • Consulting • Artificial Intelligence

Otonomee is a remote-first, B Corp™ company that provides bespoke outsourcing and customer experience (CX) services to scaling brands. It delivers high-quality customer support, technical support, customer success, revenue operations, delivery & returns operations, and social media monitoring, and offers AI-related services such as AI readiness assessments, AI implementation, and AI agent optimization to improve CX. Otonomee emphasizes tailored, flexible outsourcing solutions to help companies retain customers and optimize operational workflows.

📋 Description

• Work as part of the Operational management team and serve as a key point of contact for day-to-day operations • Foster accountability, collaboration, and continuous learning within the team • Acquire and transfer knowledge of tools and workflow processes • Brief team members on issues, product information, and releases within agreed timescales • Assist in developing and streamlining procedures and implement process or system changes to improve efficiency • Coach, motivate, reward, counsel, and support performance through 1:1s, team meetings, and feedback • Monitor compliance guidelines, maintain service management, identify gaps in knowledge articles, and address those gaps • Establish and analyze performance trends to drive improvement • Monitor service-level targets and manage impacts when making team decisions • Authorize training requests, team briefings, and other absences • Drive escalation processes, identify operational or service-delivery issues, and propose resolutions • Facilitate personal and professional development through constructive feedback • Resolve complex problems, questions, or complaints and direct unique problems appropriately • Provide high-level customer service and/or technical support

🎯 Requirements

• Minimum of 3-5 years’ Team Management experience, managing a team of Customer Support Advisors in a BPO/Contact Centre environment • Competent in providing high-level support to both team members and customers • High levels of initiative with the ability to plan and prioritise tasks • Organised, methodical and rigorous • Strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions • Team player able to develop great relations with all internal teams • Growth mindset and proactive, self-motivated individual • Remote working experience and capabilities • English Proficiency & Comprehension (spoken and written)

🏖️ Benefits

• Fully Remote work based in Malaysia • A competitive salary • Equipment provided • Home office allowance • A Buddy on joining • Online Gym and Wellbeing Studio • The opportunity for professional growth • Fun company events and team outings • Autonomy and Responsibility