[Hiring] Customer Support Team Manager @Otonomee

Role Description

We are looking for an experienced Customer Support Team Manager who is passionate about the employee experience. This is a permanent work from home position based in Malaysia. This is an exciting opportunity for someone with managerial qualities and a focus on growth. The successful candidate will be responsible for leading and managing a team of customer support advisors to ensure the delivery of high-quality service to our clients. You will oversee daily operations, coach and mentor team members, and drive performance to meet or exceed established goals and metrics. This role requires strong leadership, communication, and problem-solving skills, along with a deep understanding of BPO operations and client management.

What You'll Be Doing

• Working as part of the Operational management team and being a key point of contact for day-to-day operations.
• Foster a culture of accountability, collaboration, and continuous learning within your team.
• Acquire and transfer the knowledge of tools and associated workflow processes, ensuring team members are fully briefed on new information (Issues, new product information, new releases) within agreed time scales.
• Assist in developing and streamlining procedures, and implement any process or system changes that will drive efficiencies and improvements.
• Coach, motivate, reward, counsel, and assist support performance through 121’s, team meetings, and feedback.
• Ensures and monitors that compliance guidelines are being followed, supporting and maintaining service management, identifying gaps in knowledge articles, and addressing those gaps.
• Monitors, establish, and analyze performance trends, to drive improved performance.
• Ensure that service level targets are monitored, and impacts are managed effectively when making team decisions - including authorization of training requests, team briefings, and any other absence.
• Drive the escalation process to identify potential issues that may affect operations and service delivery, and propose resolutions for the same.
• Implement and facilitate the personal and professional development of your team by giving them constructive feedback.
• Resolve complex problems, questions, or complaints; direct unique problems to the appropriate person.
• Provide a high level of customer service and/or technical support and understand the nuances of how it applies within the organization.

Qualifications

• You must have a minimum of 3-5 years’ Team Management experience, managing a team of Customer Support Advisors in a BPO/ Contact Centre environment.
• You are competent in providing high-level support to both team members and customers.
• You can demonstrate high levels of initiative with the ability to plan and prioritise tasks.
• You are proven to be organised, methodical and rigorous.
• You have strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions.
• You are a team player able to develop great relations with all internal teams.
• Have a growth mindset and are a proactive, self-motivated individual.
• Have 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.

Company Description

Otonomee is an award-winning Customer Management Outsourcing business delivering scalable, tech-driven, and people-focused solutions. Over the past year, we were proud to win the CCMA Best Employee Engagement Award and to rank number 10 in the Deloitte Fast 50. Through our remote-first operating model, we help organisations optimise customer interactions, reduce costs, and increase efficiency, combining automation and data-driven insight with a strong human focus.

Founded in 2020 by Aidan and Hilary O’Shea, Otonomee was created to challenge the traditional “big city, big building” BPO model. Instead, we offer a nimble, bespoke service that isn’t limited by contact-centre capacity. Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them.

Otonomee is built to be better for people, partners, and the planet. We have been a certified B Corp since September 2023 and were recently recognised as an EY Entrepreneur of the Year finalist. In just five years, we have grown to more than 650 employees, representing 55 nationalities across Europe, America and Asia.

We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences.

At Otonomee, equality, diversity, and inclusion are central to how we operate. We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard.

Together, we grow.