Found Description
We are looking for Customer Care Lead in Malaysia.
Malaysia Customer Care operates in an AI-first setup, ensuring stable service delivery while turning frontline operations into a source of learning for automation, process improvement, and customer experience.
This role combines daily Customer Care operations, quality control execution, agent coaching, escalation management, and local customer insight reporting.
The global team will provide the core methodology, tools, dashboards, QA framework, product knowledge base, and operating standards. Your role is to make them work locally: lead the team, maintain service discipline, ensure communication quality, surface risks early, and act as the bridge between local operations and the global Customer Care team.
This is a hands‑on leadership role for someone who can operate independently, communicate clearly, and turn guidance into consistent execution.
What you will do
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