Support Operations Lead / Senior Executive (MY)

HeyMax is a fast-growing miles and rewards platform headquartered in Singapore, expanding into Hong Kong and new markets across Asia. We are looking for a Support Operations Lead / Senior Executive to own and scale customer support operations. Reporting to the Head of Customer Experience, you are responsible for the day-to-day operational health of the support function, including SLAs, performance dashboards, escalation workflows, and process design.

This is not a role where you inherit a fully built playbook. You will build and improve processes, runbooks, and onboarding programs alongside a hands-on leader deeply involved in the function.

What you will do

• Own day-to-day support operations: monitor SLAs, manage escalation queues, and ensure the team meets response and resolution targets.

• Build and maintain performance dashboards and reporting to give leadership clear visibility into support health and team productivity.

• Design, document, and continuously improve support processes, SOPs, and runbooks.

• Act as L2 support for complex or escalated cases, providing investigation guidance and resolution direction to frontline agents.

• Serve as the connective tissue between support and cross-functional teams to trace issues upstream and drive root-cause resolution.

• Lead the onboarding and training of new support agents, including designing structured onboarding programs.

• Partner with the automation and tooling team to identify opportunities for AI-assisted workflows and reduced manual effort.

• Support expansion into new markets by adapting support playbooks, escalation paths, and SLAs for regional requirements.

What we're looking for

• 3+ years of experience in customer support, with at least 1-2 years in an operations, team lead, or supervisory capacity.

• Proven experience with support platforms (e.g., Intercom, Zendesk, Freshdesk) and familiarity with ticketing workflows, SLA management, and escalation design.

• Strong problem-solving ability; you investigate before you escalate.

• Excellent written and verbal communication in English.

• Based in Singapore, Malaysia, or the Philippines.

Nice to have: experience building or scaling a support function from early stage; familiarity with issue tracking tools (Linear, Jira, Asana); exposure to AI/automation tools in a support context; multi-market experience; background in fintech, e-commerce, or loyalty/rewards platforms.