Customer Experience Manager (Fintech)

Location: Hybrid — Bandar Utama, Petaling Jaya, Selangor, Malaysia

Company

hirify.global operates a mobile-first insurance and financial services platform serving customers across Southeast Asia, with products covering insurance, spending, saving, investing, exchanging, and travel.

What you will do

• Lead and manage the Customer Experience, Customer Service, and Social Media teams, ensuring consistent service quality and operational performance.
• Develop, implement, and maintain SOPs for customer enquiries, complaints, escalations, and daily service operations.
• Train and coach team leads and frontline staff on service standards, communication, complaint handling, and operational procedures.
• Review customer calls, chats, emails, and social media interactions to identify gaps and improve team performance.
• Establish workflows, responsibilities, escalation procedures, and quality standards across customer-facing teams.
• Monitor service performance, customer satisfaction, and SOP compliance, implementing improvements where needed.

Requirements

• 7+ years of experience in customer service operations, contact centre management, or customer experience, including team leadership.
• Experience in banking, credit card servicing, financial services, or other environments with high customer service standards.
• Proven experience developing and implementing SOPs, operational workflows, and service quality standards.
• Hands-on experience training, coaching, and managing frontline customer service teams.
• Strong understanding of customer complaints, escalations, quality assurance, and service performance metrics.
• Strong written and verbal communication skills, including the ability to develop clear procedures and provide practical feedback.
• Experience managing customer interactions across phone, live chat, email, and social media channels.

Culture & Benefits

• Hybrid work arrangement in Bandar Utama, Petaling Jaya, Selangor.
• Work with teams across more than 20 nationalities, both from offices and remotely.
• Contribute to financial products designed to make insurance and other money-related services more accessible across Southeast Asia.