Customer Service Manager

About the Role

We are looking for an experienced and driven Customer Service Manager to lead our multi-channel Customer Service operations across the SunriseClick platform. This is a full-time, on-site role , requiring daily presence at the office to manage team operations, supervise agents, and support cross-functional stakeholders in real time.

This role will manage Customer Service operations across five markets : Malaysia, Singapore, Hong Kong, Indonesia, and Vietnam , ensuring consistency in service quality and operational efficiency across all regions.

The position requires strong people management, deep knowledge of Zendesk configuration , effective shift planning , and the ability to handle complex escalations with professionalism and empathy.

Key Responsibilities

1. Team Leadership & People Management

• Lead, coach, and develop a Customer Service team of more than 4 agents serving MY, SG, HK, ID, and VN.
• Actively manage and handle customer service tickets alongside the team to stay connected to daily operations.
• Conduct regular performance reviews, coaching sessions, and provide constructive feedback.
• Set clear KPIs and monitor achievements across CSAT, FRT, SLA compliance , and ticket quality.
• Ensure consistent communication quality and service behaviour across all supported countries.
• Maintain team morale and identify training needs for continuous improvement.

2. Zendesk Configuration & Operational Ownership

3. Workforce Planning & Shift Allocation

4. Customer Escalations & Crisis Handling

5. Process Improvement & Reporting

Requirements

Nice‑to‑Have

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