- Kuala Lumpur Federal Territory Malaysia
Hydron Holdings Hiring! Full Time Customer Success - Experience Manager in Federal Territory - Ricebowl
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Job Description
Responsibilities
Job Scope
We’re looking for a Customer Success & Experience Manager to lead our frontline team and own the end-to-end customer experience — from onboarding through renewal. This is a hands-on leadership role for someone who treats every customer interaction as a chance to build trust, not just close a ticket. What we’re looking for is the underlying attitude behind “Omotenashi” — the practice of anticipating what someone needs before they ask, taking quiet pride in getting the details right, and treating hospitality as a craft rather than a script. If that instinct is part of how you naturally work, we want to talk to you.
Responsibilities
- Lead, coach, and develop a team of Customer Success/Experience Associates, setting the standard for service quality through your own example.
- Own customer satisfaction, retention, and experience metrics (CSAT, churn, SLA, FCR) and translate them into concrete team actions.
- Design and continuously refine customer journeys, touchpoints, and service standard operating procedures.
- Anticipate customer needs proactively — flag risks, gaps, and opportunities before customers have to raise them.
- Act as the primary point of contact for VIP customers, giving them dedicated, high-touch attention; support other customer escalations as needed.
- Work with Product, Marketing, and Operations to feed customer insights back into the business.
- Build and maintain playbooks, training materials, and quality frameworks so exceptional service scales with the team, not just with you.
- Report on team and customer experience performance to leadership on a regular cadence.
- What We’re Looking For:
- Anticipatory service — you notice the unspoken need, not just the stated request.
- Genuine care — you’re driven by wanting the customer to feel looked after, not just by hitting a resolution-time metric.
- Attention to detail — small, easily-missed touches matter to you as much as the big fixes.
- Emotional intelligence and warmth — genuinely empathetic, reads the room and the person, knows the right thing to say or do without being told.
- Composure under pressure — you stay warm and steady with a frustrated customer rather than becoming defensive or transactional.
Requirements
- 2-5+ years in Customer Success, Customer Experience, Customer Relationship Management, or a related customer-facing role, including at least 1 year leading or mentoring a team.
- Proven track record of improving customer satisfaction, retention, or experience metrics.
- Strong communication skills.
- Comfortable with CRM/helpdesk tooling (e.g. Freshdesk or similar), basic reporting/analytics and AI tools.
- Calm, empathetic communicator who can de-escalate difficult situations without losing warmth.
- Based in or willing to relocate to Kuala Lumpur, Malaysia.
- Nice to have:
- Background in hospitality, premium retail, or a service culture known for high-touch customer care.
- Experience in e-commerce, marketplace, or tech/SaaS environments.
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