Customer Operations Manager

Jawatan Kosong Customer Operations Manager di [SYARIKAT]


Beam is Asia Pacific’s largest shared micromobility company, on a mission to turn little drives into better rides and make cities flow better for everyone.

Shared micromobility is one of the fastest-growing industries in the world, and we’re leading the way in Asia Pacific with operations in Australia, New Zealand, South Korea, Thailand and Malaysia. In collaboration with cities, we bring a safe, affordable and sustainable new mode of transport to citizens with our fleets of self-driven small electric vehicles. Following our recent US $93M Series B round, we will be expanding our operations to Turkey, Japan and Indonesia.

We have gathered a team with a passion for innovation and technology. We tackle growing challenges every day as a group of problem solvers, determined to make a positive impact on people’s lives and the future of the planet.

This is just the beginning. Come join us on the journey.

  • Identify and implement efficiencies within the Customer Service function, in support of the Operational functions of the business.
  • Oversee the customer service response processes, including creating automated processes to reduce wait time and increase scalability.
  • Oversee Beam’s serious incident response in the event of rider or third-party incidents, including developing standard operating procedures, offering training, and ensuring compliance across the broader team.
  • Identify and report on key operational issues through analysing trends in Customer Service.
  • Identify improvements in the customer service experience and implement them in conjunction with Product and Operations teams.
  • Develop service procedures, policies, and standards for the Customer Service function, to ensure a high quality of customer service responses.
  • Set measurable KPIs for the Customer Service function, and regularly report on team performance.
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
  • Keep ahead of industry’s developments and apply best practices to areas of improvement.


  • Experience in leading and scaling a customer service team across multiple product streams.
  • Experience in working closely alongside cross-functional teams (e.g. Product, Operations, Communications) to improve customer experience
  • Prior experience with Zendesk is essential. Experience with Intercom is desirable.
  • Strong Microsoft Excel skills are highly desirable.
  • Experience with incident/crisis management and dispute resolution is essential.
  • Passion for solving problems and delivering a great customer experience.


  • Opportunity to make an impact to the world by transforming urban transportation.
  • Be part of a hyper-growth organization with plenty of opportunities to springboard your career.
  • Flexible and autonomous working environment with highly motivated and competent colleagues.
  • Competitive compensation and comprehensive benefits.

The Beam Group of Companies is an equal employment opportunity (EEO) organization. We are dedicated to providing an inclusive and diverse working environment where all are welcome regardless of race, language, religion, gender, nationality, age, disability or other divisive categorizations.

By submitting an application and/or confirming your candidacy, you acknowledge that you have read the Privacy Policy and consent to the Beam Group of Companies processing your data in accordance with the Privacy Policy. Please contact us if you change your mind at any time in relation to the consent you have provided.

Maklumat Tambahan Jawatan Kosong

Tahap Pekerjaan : Not Specified
Kelayakan : Healthcare, Pharmacy
Pengalaman Kerja :
Jenis Kerja :
Pengkhususan Kerja : Healthcare, Pharmacy / 513, 112

Maklumat Syarikat Majikan, [SYARIKAT]


Maklumat Tambahan Syarikat [SYARIKAT]

Saiz Syarikat :
Masa Pemprosesan Permohonan :
Industri :
Elaun dan Lain-lain :
Lokasi : Kuala Lumpur