Support Manager

Kuala Lumpur
Permanent
Full-time

21 days ago

We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.What does Access offer you?We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We'll work with you to progress your success plan and provide opportunities to accelerate your career.
On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you'll also be able to choose from a range of benefits to suit you. We're an organisation that likes to give back, so you'll also have three charity days allocated to support a cause that matters to you.About you:You are a customer-focused, goal-oriented leader with a strong track record in managing support teams and driving digital-first service adoption. You understand the value of self-help and digital channels in transforming the customer support experience, and you have the experience to reduce inbound case volumes by improving processes, tools, and knowledge accessibility. You can lead with vision and empathy, balancing operational excellence with continuous improvement, and you are confident working cross-functionally to deliver strategic changes that have measurable impact on customer experience.Day-to-day, you will:Leadership & Team Management

Lead and manage a team of Team Leaders who in turn oversee 1st and 2nd line Support Engineers, ensuring high engagement, performance, and motivation.
Set clear goals, monitor KPIs, and foster a high-performance, customer-focused culture.
Coach and develop team members, creating succession plans and recognising achievements.

Digital-First & Self-Help Strategy

Drive adoption of self-help and digital support channels to reduce customer effort and case volumes.
Collaborate with Digital Delivery, Product, Engineering, UI/UX, and Analytics teams to continuously evolve the self-support journey.
Lead projects to create, optimise, and promote high-impact self-help resources, automation, and knowledge assets across multiple channels.
Monitor customer usage data to identify top case drivers and turn insights into actionable improvements for self-help content and processes.

Process Improvement & Case Reduction

Analyse operational data to identify trends, inefficiencies, and opportunities to remove/reduce case volumes.
Partner with cross-functional teams to design and implement process improvements that maintain or improve customer experience.
Proactively identify risks to service and implement mitigations.

Customer Experience & Escalations

Champion the voice of the customer internally, ensuring that feedback drives improvement.
Maintain a high standard of service delivery, ensuring SLAs and CSAT goals are met or exceeded.
Act as a point of escalation for complex customer issues, resolving them with urgency and professionalism.

As a well-rounded Head of Support, your Skills and Experiences likely include:

Proven experience managing support teams and leaders in a software/SaaS environment.
Strong background in self-help strategy development and digital support channel optimisation.
Skilled in process improvement, change management, and data-driven decision-making.
Excellent communication and influencing skills, with the ability to work across functions.
Comfortable working with support systems such as Zendesk, Salesforce, or equivalent.
Analytical and results-oriented, with a continuous improvement mindset.

What are we all about?The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace.At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.Love Work. Love Life. Be You.

The Access Group

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