Customer Support Team Manager

Otonomee | B Corp™

. Work as part of the Operational management team and serve as a key point of contact for day-to-day operations .

Posted 9/24/2026full-timeRemote • MalaysiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong team management capabilities with a focus on customer support in a BPO/Contact Centre environment, emphasizing problem-solving, process improvement, and effective communication. Proficient in fostering collaboration and accountability while driving performance and compliance.

Highest-signal resume keywords

Team Management ExperienceCustomer Support ExpertiseProblem-Solving SkillsProcess ImprovementEnglish Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

CollaborationAccountabilityInitiativeOrganizational SkillsGrowth Mindset

Industry Keywords

BPOContact CentreService ManagementCompliance GuidelinesPerformance Trends

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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