Job Description

We are looking for a hands-on, strategic Support Manager to lead our Software Support team, drive operational excellence, and play a crucial role in customer retention and system transition. This role is ideal for a leader who excels at both people management and defining an efficient customer support process.

Responsibilities

Team Leadership

Leadthe existing software support team fostering a high-performance, customer-centric culture. Manage the transition process for support operations to a new system/platform, ensuring a smooth migration of data, processes, and knowledge with minimal customer impact. Own and optimize the support technology stack (ticketing system, knowledge base) to improve team efficiency and scalability.

Strategic Customer Retention & Advocacy

Act as the primary escalation point for critical/key customer accounts and complex system issues. Develop and execute a proactive customer engagement strategy to ensure existing clients are aware of and utilize new software features and functionality, directly supporting customer retention goals. Analyze support data to identify recurring customer requirements and system gaps, translating the findings into actionable requirements for the Product team.

Cross-Functional Collaboration & Product Influence

Establish communication and coordination workflows with Software Developers, Product Managers, to ensure timely resolution of complex technical issues and product feedback loops. Partner with the Sales/Account Management team to support the overall customer lifecycle, from onboarding assistance to issue resolution, securing high renewal rates.

Qualification & Requirements

Bachelor's degree in Business, Information Technology, Computer Science, or a related technical field. Minimum of

5 years

of progressive experience in a Technical Support, or Application Support role. Prefer candidate from

Information Technology, ERP, or software house settings

Experience in promote customer success, product advocacy, or proactive feature promotion. Proven track record of developing and implementing customer support processes, KPIs, and workflows (e.g., SLA management, queue prioritization). Ability to troubleshoot and understand

software architecture concepts, APIs and database fundamentals

well enough to communicate effectively with Development teams.
Job Type: Full-time

Pay: RM6,000.00 - RM8,000.00 per month

Benefits:

Dental insurance Flexible schedule Professional development Vision insurance
Ability to commute/relocate:

Puchong: Reliably commute or planning to relocate before starting work (Required)
Experience:

Product Support: 3 years (Required) Customer success : 3 years (Required) ERP systems: 3 years (Preferred)
Work Location: In person