全职 Customer Excellence & Support Lead Jobs, salary up to MYR 6,000 in Paydaes Sdn. Bhd. Petaling Jaya - Ricebowl

·       Minimum 5 – 8 years of experience in customer support, helpdesk, proven experience in supporting B2B SaaS.

·       At least 2-3 years in a leadership or team lead role.

·       Solid understanding of HR & payroll operational cycles, time sensitive towards payroll and statutory processes.

·       Experience implementing and managing helpdesk tools (ticketing system, knowledge cases, chat support).

·       Exposure to ISO27001, experience in supporting payroll go-live or multi-country HRMS deployment.

·       Design support workflows, escalation paths, and severity classifications aligned to mission-critical HR and payroll timelines.

·       Build and scale a knowledgeable HRMS support team with strong payroll and system understanding.

·       Define, monitor, and continuously improve SLAs aligned to enterprise SaaS expectations.

·       Act as escalation owner for complex client cases (e.g. payroll cut-off, statutory errors, data discrepancies).

·       Prevent repeat incidents through process and knowledge improvements.

·       Translate HR, payroll, and operations user feedback into structured product insights.

·       Partner with Product and Engineering teams to improve system reliability, usability, and compliance readiness.

·       Advocate for customer needs in roadmap and release planning.

·       Develop HRMS-specific knowledge bases, SOPs, and statutory guides.

·       Ensure support’s readiness for new modules, regulatory changes, and high-volume payroll cycles.

• Annual Leave
• EPF
• SOCSO
• EIS
• Performance Bonus
• Medical and Hospitalisation Leave
• Medical Insurance