Customer Service Manager at YouTrip

Petaling Jaya, Selangor, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

11 Oct, 26

Salary

0.0

Posted On

13 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

BPO Management, Customer Operations, People Leadership, Escalation Management, Compliance, Regulatory Alignment, SOP Design, KPI Management, Customer Advocacy, Stakeholder Management, Data Analysis, Risk Management, AML/KYC, Coaching, Process Improvement, Cross-functional Collaboration

Industry

Financial Services

Description

We Are YouTrip is the leading and fastest-growing multi-currency payment platform in Asia Pacific. In 2018, we pioneered the region's first multi-currency digital wallet. Now, YouTrip is the #1 multi-currency digital wallet trusted by millions across the region, processing over US$15 billion in total payment value annually. Our consumer and business propositions – YouTrip and YouBiz – empower individuals and businesses with inclusive, accessible, and affordable financial solutions. YouTrip has raised over US$110 million to date, including its recent Series B round led by global venture capital firm Lightspeed Venture Partners—underscoring strong investor confidence in its mission to transform digital financial services across the Asia Pacific. Recognised as World Economic Forum’s Global Innovator 2025, CNBC’s World’s Top Fintech Companies (2025, 2024), and LinkedIn’s Top Startup (2024, 2023), YouTrip is dedicated to creating the next generation of digital finance services for consumers and businesses. Valuing an entrepreneurial culture of diversity and inclusion, we are seeking driven individuals to join our fast-growing regional team as we push the boundaries of innovative fintech solutions. JD - Customer Service Manager, Malaysia YouTrip Malaysia is looking for an experienced Customer Service Manager to lead our BPO customer support team and own end-to-end customer operations for Malaysian users. This role combines people leadership, operational ownership, and customer advocacy. You’ll be responsible for the performance and capability of the BPO CS team, while also stepping back to see the broader customer journey — identifying patterns, root causes, and systemic improvements beyond individual tickets. You’ll work closely with Compliance, Legal, Product, and Marketing to ensure customer support not only resolves issues, but actively improves the overall YouTrip experience in Malaysia. Your Mission Build and lead a high-performing customer support operation that is customer-centric by design, compliant by default, and continuously improving at scale. You Will BPO CS Team Leadership Directly manage the BPO customer support team handling Malaysia users Set clear expectations around customer empathy, accuracy, tone, and resolution quality Coach and develop team members to think beyond individual tickets and understand customer context Foster a customer-first culture while maintaining strong risk and compliance discipline Customer Operations, Escalations & Advocacy Own the end-to-end customer support experience for Malaysia users Manage complex, sensitive, or high-risk escalations (e.g. scams, fraud, ID verification) Act as the final escalation point where customer outcomes and regulatory considerations intersect Represent the voice of the customer in internal discussions, balancing short-term fixes with long-term improvements Compliance & Regulatory Alignment Partner closely with Compliance, Legal, and Operations to ensure CS handling aligns with Malaysia regulations and consumer protection expectations Translate regulatory requirements into clear, practical guidance that supports both compliance and good customer outcomes Ensure training materials and processes evolve as policies, products, or regulations change Process, SOPs & Continuous Improvement Design, implement, and maintain SOPs, workflows, and escalation paths for MY customer support Identify recurring customer pain points and systemic issues across the journey Drive improvements that reduce repeat contacts, friction, and unnecessary escalations Maintain a clear, usable knowledge base that supports consistent and high-quality support Cross-Functional Collaboration & Bigger-Picture Thinking Work closely with Product, Marketing, and Operations to anticipate customer impacts from launches, campaigns, or changes Surface customer insights and trends to inform product improvements and roadmap decisions Contribute to incident and issue management with a focus on root cause, not just resolution Help ensure customer support is seen as a strategic function, not just a reactive one Metrics, Reporting & Performance Management Own customer operations KPIs including resolution time, CSAT, QA scores, backlog, and escalation volume Use data to identify trends, risks, and opportunities for improvement across the customer lifecycle Report clearly on performance and insights to local and regional stakeholders You Are 4+ years of experience in customer operations, customer experience, or support leadership Proven experience managing BPO or distributed customer support teams Strong customer-centric mindset, with the ability to zoom out and see the full customer journey Background in fintech, financial services, or another regulated industry Solid understanding of Malaysian customer expectations, consumer protection, and AML/KYC concepts Comfortable operating in a fast-moving, high-growth environment Skills & Attributes: Confident people manager with a coaching-led, customer-first leadership style Strong judgement when balancing customer experience with risk and compliance Operationally strong, with the ability to turn insights into scalable solutions Clear communicator who can simplify complex regulatory requirements Data-driven, using metrics to drive both performance and customer outcomes

Responsibilities

Lead the BPO customer support team in Malaysia to ensure high-quality service and operational excellence. Drive continuous improvement of the customer journey by collaborating with cross-functional teams and managing complex escalations.