Customer Support Team Manager

Who We Are

GXBank is the FIRST digital bank in Malaysia approved by Bank Negara Malaysia (BNM). Backed by Grab, our mission is simple yet powerful: to leverage cutting-edge technology to serve the unserved and underserved—the everyday Malaysians and MSMEs who need it most.

We are a team driven by passion, innovation, and a shared purpose to redefine the financial landscape. If you're tired of legacy systems and want to build something that truly matters, you belong here.

Responsibilities

Lead & Inspire: Coach, motivate, and develop a team of high-performing executives across live chat, voice, email, and social media channels.; People Ownership: Take full accountability for team performance, coaching culture, retention, engagement, conflict resolution, and attendance management.; Data-Driven Strategy: Translate business intelligence data into actionable performance plans for your individual team members.; Escalation Excellence: Resolve escalated customer issues using sound business judgment, protecting and enhancing GX Bank's reputation and values.; Process & Tech Innovation: Work closely with contact center servicing technologies, CRM systems, and channel strategies to continuously improve operations.; Culture Champion: Conduct impactful coaching conversations to reinforce GX Bank values and build an inclusive, feedback-rich environment.

Requirements

Minimum of 4 years in a Contact Centre / Customer Service environment within financial institutions, payments, cards, digital banks, e-wallets, or acquirers.; Minimum of 2 years directly managing, coaching, and developing teams.; Solid hands-on knowledge of CRM systems, contact center software, MS Office, and Google Suite.; Strong problem-solving skills, initiative, high attention to detail, and a genuine concern for delivering high-quality outcomes for customers.; Open to working flexible schedules, including shift rotations, weekends, and Public Holidays.