Job Description

Fave is one of Southeast Asia\'s leading fintech platforms; providing a smart payment app for the smart generation of consumers to pay & save. Fave also empowers offline businesses to grow and digitally connect with their customers in a whole new way. Fave is on a mission to maximise joy & value in every shopping experience and accelerate the offline world\'s transition to the digital economy.

Fave currently operates in more than 35 cities across Malaysia, Singapore and India.

If being a part of a digital revolution in the fastest-growing region in the world excites you, get in touch today!

Overview:-

We are seeking a highly skilled and experienced Technical Support Engineering (TSE) Lead to join our team at Fave Malaysia. As the TSE Lead, you will be responsible for leading and transforming our Technical Support Engineering team, including the IT support specialists. You will play a crucial role in ensuring efficient and effective resolution of technical issues, delivering excellent customer support, and driving process improvements. This is a managerial role that requires strong leadership, technical expertise, and experience in leading IT support teams.

Job Scope:-

• Build on this reputation we are looking to recruit an experienced Operational & Technical Support Lead / Manager to lead and develop our 1st & 2nd Line Technical Support Teams. Reporting to the Senior Engineering Manager and will oversee the daily operations of product tech and operational support.
• Drive service excellence, define operational support standards to enhance our operation & technical support and provide efficiencies whilst developing a high-performance culture which supports Fave ambition to provide the best smart payment app in Malaysia, Singapore, Indonesia and India
• Your leadership, influencing & relationship building skills will be complemented by a hands on approach to managing change and you will have a natural talent for motivating and getting the best out of the teams working under your direction
• Product Coverage : - Fave Online / Fave Offline / Fave Loyalty Partners, RPP PayNet / Vendors and Fave Online Marketplace

• Manage and motivate the support department to provide first class product tech and ops support by emails, phones, video conference to growing external partners, merchants and consumers.
• Set clear objectives, evaluate progress and instill a high performance culture with a focus on team work, service excellence and ownership for resolving external partners, merchants and consumers. issues.
• Set-up, manage and improve standards and procedures within the team
• Hire, train, and support product ops and tech team members.
• Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
• Review daily priorities and take appropriate action to ensure results are achieved
• Remain aware of new product developments and provide input to the business on external partners, merchants and consumers. service and support challenges
• Close liaison with internal functions including Customer Happiness team, Ops team, Sales, Product Management, Engineering team, SRE, InfoSec and other service functions

• BS/MS degree in Computer Science, Engineering or a related subject
• Proven product operational and support experience
• Proven service management experience
• Strong technical mentorship is a must.
• A proven track record of success in leading software development teams
• A commitment and drive for quality, technical excellence and results.
• A passion for growing development teams and improving others.
• Strong communication skills with both internal team members and external business stakeholders
• Ability to communicate effectively and work efficiently with a group of people supporting both functional/technical areas
• Strong initiative to find ways to improve solutions, systems, and processes
• Knowledgeable of ITIL and Agile Frameworks.
• Experience in Admin Tools or any relevant domain is an advantage

Fave