Job Description

This role follows a hybrid model — day shifts are office‑based, while night shifts are performed remotely.

As a Team Manager, you will lead a frontline support team operating in a fast‑paced fintech / crypto environment, where precision, efficiency, and proactive problem‑solving are essential. Your work will directly contribute to building user trust, ensuring operational stability, and maintaining high service quality across a complex trading ecosystem.

With over 3,000 employees across 11 sites, Conectys is one of the fastest growing BPOs on the market, offering multilingual outsourcing services across Fintech, Gaming and Entertainment, Consumer Electronics, Healthcare, and more. Here at Conectys, we work together to support each other in a common interest, making our customers’ success our own success.

Within your role, you will:

• Coordinate the day‑to‑day activities of your team supporting the platform
• Provide guidance, coaching, and operational support to team members, identifying performance, quality, and training needs
• Define and manage tasks, roles, and responsibilities to ensure your team meets or exceeds SLAs agreed with the client
• Supervise team performance, focusing on quality, accuracy, efficiency, and risk awareness, ensuring consistent decision‑making in a high‑volume, real‑time trading support environment
• Monitor operational trends and identify potential issues impacting customer experience or platform trust
• Report on team performance and propose data‑driven improvement actions
• Act as an escalation point and ensure timely communication with stakeholders
• Lead by example in a 24/7 operational environment and support your team in achieving its full potential
• Perform 5 days’ shift work, including weekends & public holidays
• (8am–5pm / 4pm–1am / 12am–9am)

Job Requirements

What will make you successful for the role:

• C1 / close‑to‑native Mandarin, written & spoken
• C1 English, written & spoken
• Minimum 1 year of experience in a BPO environment
• Minimum 1 year of experience in managing customer support teams
• Previous exposure to fintech, trading platforms, or high‑accuracy service environments is a strong advantage
• Strong communication, leadership, and stakeholder management skills
• Ability to adapt quickly, reprioritize, and make sound decisions in a fast‑moving environment
• Proactive mindset, driven to suggest and implement quality improvements
• Willingness to work onsite and in flexible, rotational shift schedules (office location: Regus, 1 Sentral, Level 16, Jalan Stesen Sentral 5, KL Sentral, 50470 Kuala Lumpur, Office No. 1602)
• Legal work authorization in Malaysia is required

Sounds good? Find out what you can get:

• Leadership exposure on a global crypto‑currency project
• Opportunity to grow fintech & crypto operational expertise
• Work in a high‑impact, high‑visibility environment
• Competitive compensation and benefits aligned with role and shift pattern
• International exposure and collaboration with multicultural teams
• Learning and development programs to support your leadership growth

We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical or mental disability, or background.

Skills