[Hiring] Support Operations Lead / Senior Executive @Heymax

Role Description

We are looking for a Support Operations Lead / Senior Executive to own and scale our customer support operations. This role reports directly to the Head of Customer Experience and is responsible for the day-to-day operational health of the support function, including SLAs, performance dashboards, escalation workflows, and process design. You will play a key role in shaping how support scales as HeyMax grows across markets.

This is not a role where you inherit a fully built playbook. You will be building and improving processes, runbooks, and onboarding programs alongside a hands-on leader who is deeply involved in the function. If you thrive in environments where things are still being shaped and your contributions have outsized impact, this role is for you.

• Own day-to-day support operations: monitor SLAs, manage escalation queues, and ensure the team consistently meets response and resolution targets.
• Build and maintain performance dashboards and reporting to give leadership clear visibility into support health and team productivity.
• Design, document, and continuously improve support processes, SOPs, and runbooks. Identify gaps and create structure where it does not yet exist.
• Act as L2 support for complex or escalated cases, providing investigation guidance and resolution direction to frontline agents.
• Serve as the connective tissue between customer support and cross-functional teams (engineering, operations, product, partners) to trace issues upstream and drive root-cause resolution.
• Lead the onboarding and training of new support agents, including designing structured onboarding programs.
• Partner with the automation and tooling team to identify opportunities for AI-assisted workflows, improved support tooling, and reduced manual effort.
• Support expansion into new markets by adapting support playbooks, escalation paths, and SLAs for regional requirements (e.g., Hong Kong operations).
• Triage and report bugs surfaced through customer tickets, ensuring clean handoff to engineering with proper context and reproduction steps.

Qualifications

• 3+ years of experience in customer support, with at least 1-2 years in an operations, team lead, or supervisory capacity.
• Proven experience with support platforms (e.g., Intercom, Zendesk, Freshdesk) and familiarity with ticketing workflows, SLA management, and escalation design.
• Strong problem-solving ability. You investigate before you escalate. You think about why something happened, not just what happened.
• Excellent written and verbal communication in English.
• Based in Singapore, Malaysia, or the Philippines.

Requirements

• Experience building or scaling a support function from early stage (designing processes, onboarding programs, team structures).
• Familiarity with project management or issue tracking tools (e.g., Linear, Jira, Asana).
• Exposure to AI/automation tools in a support context (e.g., chatbots, auto-categorization, AI-assisted responses).
• Experience supporting multi-market or cross-border operations.
• Background in fintech, e-commerce, or loyalty/rewards platforms.

Benefits

• Competitive salary based on experience and location.
• Opportunity to earn and maximize miles through HeyMax (yes, we practice what we preach).
• A small, high-trust team where your work has visible impact from day one.
• Direct mentorship from leadership with deep CX and operations experience.