Customer Support Director - SEA MT & Indonesia

Location: Kuala Lumpur, Malaysia

Company

hirify.global is a global consumer intelligence, measurement, and data analytics company serving consumer packaged goods, technology and durable goods manufacturers, and retailers in more than 90 countries.

What you will do

• Lead customer support teams across Singapore, Malaysia, Thailand, and Indonesia, ensuring fast, accurate, and solution-oriented service.
• Own customer support strategy, KPIs, performance analysis, and corrective action plans across the four markets.
• Embed AI-enabled tools and AI-first ways of working into customer support delivery.
• Build client relationships, manage complex escalations, and resolve high-stakes issues that affect trust in hirify.global data.
• Develop country leads and customer support associates through coaching, succession planning, and leadership development.
• Partner with Consulting, Analytics & Insights, Sales, Operations, Data Science, and the Pune Customer Service Centre on client delivery and commercial opportunities.

Requirements

• Bachelor’s degree in Business Administration, Management, or a related field; advanced degrees or certifications are preferred.
• 15+ years of experience in market research, client services, or account management, including 5+ years in senior managerial roles leading multi-market or multi-team organizations.
• Experience with retail environments in Singapore, Malaysia, Thailand, and/or the Indonesia market is strongly preferred.
• In-depth knowledge of hirify.global products, platforms, and Retail Measurement processes.
• Experience scaling service delivery models, managing complex client relationships and escalations, and building cross-functional alignment in a matrixed organization.
• Strong verbal and written English communication skills are required.

Culture & Benefits

• Flexible working environment.
• Volunteer time off.
• LinkedIn Learning.
• Employee Assistance Program.
• AI-supported recruitment processes operate under fairness, transparency, human oversight, and inclusion principles; final hiring decisions are made by humans.