ZUS Coffee Hiring! Full Time Manager, Customer Happiness in Selangor - Ricebowl

Hiring Objective: 

• The MYSG Customer Happiness Manager is responsible for leading end-to-end customer support operations, driving customer experience improvements, and building a high-performing service team across Malaysia and Singapore. 
• This role oversees operational performance, SOP governance, workforce planning, stakeholder collaboration, and customer journey enhancements to ensure consistent, efficient, and customer-centric service delivery across all touchpoints. 
• The position also plays a key role in strengthening service quality, operational scalability, and continuous improvement initiatives aligned with business and customer needs.
  

Job Responsibilities:

• The Customer Happiness Manager is responsible for building and sustaining a Gold Standard customer experience for MYSG. 
• This role oversees day-to-day support operations, ensures high-quality service delivery, and leads initiatives that strengthen customer trust and loyalty.
• Beyond operational excellence, this role plays a key part in people development, service innovation, and budget planning, ensuring the MYSG support function remains scalable, efficient, and aligned with long-term business goals.