---
title: 'Customer Experience Manager (Service Excellence & Operations) at Bjak'
canonical: 'https://feeny.ai/job/customer-experience-manager-service-excellence-operations-bjak-malaysia-2nxm6x51vd0y'
type: 'job'
last_seen: '2026-11-06'
---

# Customer Experience Manager (Service Excellence & Operations) at Bjak 

- **Company:** [Bjak ](https://feeny.ai/companies/bjak)
- **Location:** Malaysia
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-27
- **Last confirmed live:** 2026-11-06
- **Apply:** https://jobs.ashbyhq.com/bjakcareer/8fc4a942-8f63-41a2-ada2-67c869c9876d

## Job description

## About BJAK

The original mission of BJAK is we believe people deserve smarter ways to plan, save and grow their money. This is the origin of our name.

Started in 2019, we built the first mobile-first, insurance platform, enabling insurance to be accessible online by millions in the region. Today, its the leading insurance platform in Southeast Asia.

Today, we are expanding ways to help people in the region — this includes spending, saving, investing, exchanging, travelling, and more. Our mission is help people get more from their money every day.

We have teams working around the world, with over 20 nationalities from our offices and remotely, who truly enjoys their work. We are looking for the most talented and driven people we can find. We are looking for people who work for their passion, not counting hours. Who loves building great next-generation products, not status quo. Who cares about redefining how everyone around us can get the best financial applications, not for an exclusive few.

If you're this person, we'd love to talk to you.

## About the Role

We are looking for a Customer Experience Manager to lead our Customer Experience and Social Media teams.

You will be responsible for setting service standards, developing standard operating procedures (SOPs), and training teams to deliver consistent, high-quality customer service.

We are looking for someone with strong operational experience, ideally from banking, credit card servicing or other customer service environments with established service standards.

## What You'll Be Doing

- Lead and manage the CX, Customer Service and Social Media teams, ensuring consistent service quality and operational performance.
- Develop, implement and maintain SOPs covering customer enquiries, complaints, escalations and day-to-day service operations.
- Train and coach team leads and frontline staff on service standards, communication, complaint handling and operational procedures.
- Review customer calls, chats and social media interactions to identify gaps and improve team performance.
- Establish clear workflows, responsibilities, escalation procedures and quality standards across customer-facing teams.
- Monitor service performance, customer satisfaction and SOP compliance, and implement improvements where needed.

## What We're Looking For

- 7+ years of experience in customer service operations, contact centre management or customer experience, including team leadership.
- Experience in banking, credit card servicing, financial services or other environments with high customer service standards.
- Proven experience developing and implementing SOPs, operational workflows and service quality standards.
- Hands-on experience training, coaching and managing frontline customer service teams.
- Strong understanding of customer complaints, escalations, quality assurance and service performance metrics.
- Strong written and verbal communication skills, with the ability to develop clear procedures and provide practical feedback.
- Experience managing customer interactions across phone, live chat, email and social media channels.

## About Bjak 

## Company Overview
- **One-liner**: Bjak is Southeast Asia’s leading digital insurance platform, enabling users to compare, purchase, and manage insurance policies and automotive services through a single, AI-powered interface.
- **Entity Type**: Private (Seed Stage)
- **Headquarters**: Selangor, Malaysia
- **Founded**: 2019
- **Founders**: Not publicly available

## Core Business
- **Primary industry**: Insurtech / Financial Services (with a growing automotive service vertical)
- **Target customers**: B2C (individuals seeking insurance and car repairs), B2B (partnerships with 16 insurers and workshop networks)
- **Mission**: “To develop technology‑based solutions to improve financial inclusion.”

## Products & Services
- **Insurance Platform (SaaS / Marketplace)**: Compare quotes from 16 insurers, purchase policies, manage claims, and access 24/7 VIP support. Supported by an AI agent.
- **Car Repair & Service (Marketplace)**: Nationwide online workshop booking for repairs, maintenance, tyre balancing, and more. Includes pay‑later options (installments from RM10/month).
- **Roadside Assistance**: 24/7 towing, flat‑tyre/dead‑battery support, and free replacement car.
- **Extended Warranty**: Coverage for major engine, gearbox, and suspension repairs.
- **Digital Tools**: Insurance Calculator, NCD (No Claim Discount) Checker, Roadtax Calculator.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private); the founder has indicated the company is considering an IPO to expand into Europe.
- **Key Metric**: Annual Revenue estimated at $25 M–$50 M (LinkedIn data for FY2025). Funding raised: Seed round (2019, amount undisclosed, from a single investor).
- **Notable Investors/Partners**: Seed investor not named; partners include 16 Malaysian insurers and a nationwide network of workshops.
- **Growth Signals**: 8 M+ users across Southeast Asia; 32.2% YoY headcount growth (100 employees); 356 open positions (up 278.7% YoY); expanding into 9 countries (Indonesia, UK, Singapore, Thailand, Hong Kong, Taiwan, Japan, Spain, and Malaysia).

## Competitive Advantages
- **Largest insurer network in Malaysia**: Single platform aggregating 16 insurance providers.
- **Integrated ecosystem**: Combines insurance, roadside assistance, and car repair – a one‑stop shop for vehicle ownership.
- **AI & automation**: Uses AI agents to simplify policy selection and claims processes.
- **Speed and user experience**: Quote in under 2 minutes, instant claims handling, and 24/7 support.

## Strategic Focus
- **Geographic expansion**: Entering European markets, with an IPO under consideration.
- **AI‑first product development**: Building new applications that tightly integrate AI to enhance user experience and operational efficiency.
- **Diversification**: Deepening automotive services (repair, warranty, roadside) to increase customer lifetime value.
- **Talent scaling**: Aggressively hiring across engineering, product, marketing, and operations to support growth.

## Why Work Here
- **Culture**: “Results first” – outcomes over effort; direct feedback; flat organization with minimal bureaucracy; high ownership and speed.
- **Work Environment**: Remote‑friendly with a “distributed team of experts” and offices in Malaysia, Thailand, Japan, Taiwan, and the UK. Recruiting globally.
- **Engineering Focus**: Lean, autonomous teams that prioritise product excellence and swift delivery.
- **Career Growth**: Rapidly scaling company with 356 open roles (including Lead, Founder’s Office, iOS Engineer, DevOps, ML Engineer) – opportunities for impact and advancement.
- **Note on Employer Rating**: Current Glassdoor-style rating is 2.3/5 (198 reviews) – potential concerns around work‑life balance and compensation. Candidates should verify recent employee sentiment during interviews.

## Sources
1. [bjak.my](https://bjak.my/en) – Official website (product overview, mission)
2. [bjak.my/en/career](https://bjak.my/en/career) – Career page (culture, values)
3. [jobs.ashbyhq.com/bjakcareer](https://jobs.ashbyhq.com/bjakcareer) – Active job listings and team descriptions
4. [linkedin.com/company/bjak](https://my.linkedin.com/company/bjak) – LinkedIn company profile (employees, revenue, headcount growth, news)

## Other roles at Bjak 

- [Head of Business Development](https://feeny.ai/job/head-of-business-development-bjak-singapore-s3a6p2tt6ny4) — Singapore
- [Head of Business Development](https://feeny.ai/job/head-of-business-development-bjak-sydney-6c28zg3jv435) — Sydney, Australia
- [Head of Business Development](https://feeny.ai/job/head-of-business-development-bjak-malaysia-wqjg7f6d7666) — Malaysia
- [VP, Operations](https://feeny.ai/job/vp-operations-bjak-united-states-webhac0q9r7g) — United States
- [VP, Operations](https://feeny.ai/job/vp-operations-bjak-china-eckefhmn5dgt) — China
- [Chief of Staff](https://feeny.ai/job/chief-of-staff-bjak-hong-kong-cmsny6jkcprt) — Hong Kong
- [VP, Strategy](https://feeny.ai/job/vp-strategy-bjak-hong-kong-j4n96mt4bm67) — Hong Kong
- [Chief of Staff](https://feeny.ai/job/chief-of-staff-bjak-united-kingdom-7sjss9m28g8z) — United Kingdom
- [Chief of Staff](https://feeny.ai/job/chief-of-staff-bjak-united-states-hvg4m1vscz5x) — United States
- [Chief of Staff](https://feeny.ai/job/chief-of-staff-bjak-china-85ddgh5nhddf) — China