Support & Customer Service Manager
Longbow SolutionsSepang, Selangor, Malaysia4 days ago
Job descriptionDiploma or Degree in IT, Business, or related field. Minimum 3–5 years’ experience managing a helpdesk, call centre, or customer support team. Good understanding of SLA management, incident escalation and process improvement. Experience with monday.com or other ticketing tools (e.g. Zendesk, Freshdesk, Jira Service Desk). Excellent communication, leadership, and problem‑solving skills. Calm, patient and service‑oriented personality. Experience in self‑service kiosks, SaaS, attraction ticketing, mobile and online systems will be an advantage.
We are seeking a dedicated Support & Customer Service Manager to lead our Level 1 Support team and ensure excellent service delivery across our self-service kiosk, SaaS software, turnkey and ticketing systems.
Responsibilities
- Manage the Level 1 Support team : schedule shifts, monitor daily performance, coach and guide team members.
- Provide front‑line support when required, covering for team members on leave or sick.
- Attend monthly customer support review meetings with key clients and present service performance.
- Serve as super‑admin for the ticket tracking platform (monday.com) – create boards, maintain workflows, and produce weekly / monthly reports.
- Join weekly operations meetings to report SLA results, highlight major incidents, and escalate unresolved issues.
- Review and improve support processes to enhance responsiveness, productivity and service quality.
- Coordinate with Level 2 and Level 3 teams for follow‑ups on escalated technical cases.
- Maintain a strong customer service mindset, ensuring positive and professional communication at all times.
Requirements
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Customer Service • Sepang, Selangor, Malaysia
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