Support Operations Lead / Senior Executive (MY)

Location: Malaysia
Type: Full-time

About HeyMax

HeyMax is a fast-growing miles and rewards platform headquartered in Singapore, with operations expanding into Hong Kong and new markets across Asia. We help users earn, manage, and maximize their loyalty miles through shopping, vouchers, and partner integrations. Our team is small, moves fast, and uses AI and automation to punch above our weight.

About the Role

We are looking for a Support Operations Lead / Senior Executive to own and scale our customer support operations. This role reports directly to the Head of Customer Experience and is responsible for the day-to-day operational health of the support function, including SLAs, performance dashboards, escalation workflows, and process design. You will play a key role in shaping how support scales as HeyMax grows across markets.

This is not a role where you inherit a fully built playbook. You will be building and improving processes, runbooks, and onboarding programs alongside a hands-on leader who is deeply involved in the function. If you thrive in environments where things are still being shaped and your contributions have outsized impact, this role is for you.

What You Will Do

• Own day-to-day support operations: monitor SLAs, manage escalation queues, and ensure the team consistently 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. Identify gaps and create structure where it does not yet exist.
• Act as L2 support for complex or escalated cases, providing investigation guidance and resolution direction to frontline agents.
• Serve as the connective tissue between customer support and cross-functional teams (engineering, operations, product, partners) 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, improved support tooling, and reduced manual effort.
• Support expansion into new markets by adapting support playbooks, escalation paths, and SLAs for regional requirements (e.g., Hong Kong operations).
• Triage and report bugs surfaced through customer tickets, ensuring clean handoff to engineering with proper context and reproduction steps.

What We Are Looking For

Must-haves:

• 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. You think about why something happened, not just what happened.
• Excellent written and verbal communication in English.
• Based in Singapore, Malaysia, or the Philippines.

Nice-to-haves:

• Experience building or scaling a support function from early stage (designing processes, onboarding programs, team structures).
• Familiarity with project management or issue tracking tools (e.g., Linear, Jira, Asana).
• Exposure to AI/automation tools in a support context (e.g., chatbots, auto-categorization, AI-assisted responses).
• Experience supporting multi-market or cross-border operations.
• Background in fintech, e-commerce, or loyalty/rewards platforms.

What We Value

Ownership that does not wait for permission. We want someone who sees a gap, investigates it, and comes with a recommendation. Not someone who flags it and waits.

A builder mindset. Our support operations are still being shaped. You will have real influence over how things are designed, from agent onboarding to escalation flows across markets. If you prefer building over maintaining, this is your role.

Cross-functional instincts. Support does not operate in a vacuum at HeyMax. You will work across engineering, operations, product, and partners. We need someone who connects dots across teams and drives resolution proactively.

Compensation and Benefits

• Competitive salary based on experience and location.
• Opportunity to earn and maximize miles through HeyMax (yes, we practice what we preach).
• A small, high-trust team where your work has visible impact from day one.
• Direct mentorship from leadership with deep CX and operations experience.