Kerja Sepenuh Masa, Sales Support Manager, Financial Products - Partner Experience di StackMotion Federal Territory - Maukerja

About us

We're a stealth-stage wealth fintech app on a mission to make financial participation simpler, more accessible and more rewarding for ordinary people. Our platform brings together financial products, account and wallet functionality, transactions and customer education, supported by an optional independent field sales network. We're now building our Kuala Lumpur global headquarters and hiring the founding team to run it.

The role

The Sales Support Manager builds and leads our member and field-partner assistance capability. This is more than answering inquiries or supervising a contact center. You'll make sure people get competent help, that difficult issues reach the right specialists, and that recurring problems get fixed across the business. The role serves both members using our financial products and independent partners in our field sales network, with a path to Director as the function grows.

What you'll do

• Help set up accessible, dependable support channels and define intake, ownership, response, escalation and resolution standards
• Make sure every meaningful inquiry has an accountable owner; manage queues, backlogs, quality and service recovery
• Build staffing, scheduling, coaching and quality-assurance routines
• Work with product specialists to build verified procedures for onboarding and identity verification, wallets, cards, deposits, withdrawals, transfers, fees, account access, fraud and complaints
• Work with compensation specialists on referral tracking, partner enrollment, team records, qualifications, commissions, payment status and disputes
• For every material issue, track both the individual fix and the underlying root cause until the correction is verified
• Own an approved knowledge base and FAQ, and make sure AI-assisted and automated responses rely only on approved information
• Produce a concise weekly field-friction report and recommend product, process, communication and training improvements

Your first 90 days

• Days 1–30: confirm working channels and coverage, stand up an owned support queue, escalation procedures, a first verified FAQ and baseline metrics
• Days 31–60: integrate specialist coverage, train frontline staff, run quality reviews and weekly friction reports
• Days 61–90: show better response and resolution reliability, fewer repeat inquiries, verified root-cause fixes, and a scalable staffing plan

What we're looking for

• Experience leading a customer support or service operation, including call and ticket queues
• Strong case ownership, escalation, quality assurance and team coaching
• Ability to build procedures and knowledge systems from complex source material
• Strong analytical and problem-solving skills
• Experience working with technical teams to resolve recurring issues
• Excellent written and spoken English; able to work on-site in Kuala Lumpur

Strongly preferred

• Financial services, payments, fintech, banking, wallets or other transaction-heavy services
• Direct-selling compensation, genealogy, policy administration and partner support
• CRM, omnichannel support, knowledge-base and AI-assisted service tools
• Experience building and scaling a support function during a product launch

You don't need to arrive as both a financial-product and a compensation-plan expert. You do need to show you can lead those specialists and know when to escalate.

How we hire

Finalists complete a short, practical scenario based on real work we need done. We value demonstrated capability over titles, and learning speed and execution over a perfect résumé.