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Assistant Manager, Customer Service



Customer Service
Kuala Lumpur, Malaysia
Posted on Friday, May 24, 2024

As an Assistant Manager, Customer Service at StashAway (based in Malaysia), you will be responsible for delivering our service promise to our clients across all our countries, namely Singapore, Malaysia, Thailand, Hong Kong, and UAE. You will lead a team of ~15 customer service representatives across these 5 countries and ensure the delivery of exceptional service through effective resource management and KPI tracking. The ideal candidate will have prior experience managing a team in a fast-paced, and regulated environment in the financial industry and possess expertise in Zendesk or similar customer service platforms.


  • Operational Management:
      • Lead, manage and coach the regional customer services team to achieve high levels of customer satisfaction and retention.
      • Assist the Customer Service Manager in developing and implementing strategies, policies, and procedures to improve customer satisfaction and operational efficiency.
      • Resolve escalated customer queries and complaints in a transparent, empathetic, and persuasive manner.
      • Work with the team leads to organizing the distribution of workload and scheduling customer services agents across the regional team to deliver our SLA promise.
      • Own and manage the customer services team’s playbook (framework to operate the CS team and standardize customer responses where appropriate).
      • Identify key customer queries and complaint patterns (driven by data analytics) to address the root cause of customer pain points.
      • Collaborate with other departments, such as sales, marketing, and product development, to ensure seamless communication and alignment of customer service efforts.
      • Work with the compliance team to ensure compliance and governance throughout StashAway’s customer services processes and interaction with customers.
      • Execute a range of recurring tasks related to daily operations.
  • Team Management:
      • Take accountability for the performance of the individual team members reporting to you.
      • Provide on-going feedback to your team via regular 1:1 meetings to promote an environment of high performance and growth.
      • Create training plans for individuals to close knowledge and skill gaps.
      • Address team queries, concerns, and provide solutions to maintain a positive work environment.
      • Assist with onboarding new team members
  • Stakeholder Management:
      • Prepare factual data & insights to be reported to the Head of Department and C-suites on customer services matrix and progress on projects on a periodic basis.
      • Be the voice of our customers to discuss and strategize with the respective departments on areas of improvement to deliver enhanced customer experiences. These departments may consist of Product, Compliance, Engineering, Marketing & CRM, Operations and others.
      • Work with the Compliance team on internal and external process and compliance audits.
  • Customer Services Strategy Management:
      • Track key performance indicators (KPIs) aligned with the customer service strategy.
      • Analyze customer service metrics, such as response times, resolution rates, and operational efficiency.
      • Identify areas for improvement and develop action plans to address performance gaps.
      • Identify bottlenecks, pain points, and areas for process optimization through data analysis and feedback from team members.
      • Collaborate with cross-functional teams to improve end-to-end customer service processes and handoffs.