Customer Service Team Leader (Mandarin Speaker - Simplified Chinese)

Gear Inc; Provinsi Bali; On-site; IDR 500.584.000 - 750.877.000; Full time

Job summary

A technology company in Bali is seeking a Team Leader to oversee a team of 15 Customer Support Agents. This role involves mentoring, managing performance, and ensuring high service quality. Ideal candidates will have a Bachelor's degree and strong skills in English and Chinese communication. Experience in customer support and leadership is essential. The position requires flexibility to work weekends and shifts, ensuring optimal team performance.

Qualifications

• 1 year of experience in Customer Support or related industry.
• Leadership experience preferred.
• Experience working in the gaming industry is a plus.

Responsibilities

• Lead and mentor a team of CSAs to foster a high-performance culture.
• Monitor individual and team performance against KPIs.
• Manage client requirements and provide timely solutions.

Skills

Excellent English communication skills

Excellent Chinese communication skills

Strong team management skills

Coaching skills

Interpersonal skills

Problem-solving abilities

Analytical abilities

Education

Bachelor’s degree in relevant fields

Tools

Customer support tools and software

Job description

Introduction

We are seeking a highly motivated and experienced Team Leader to oversee and guide a team of 15 Customer Support Agents (CSAs). This role requires a proactive leader who can inspire performance, ensure operational excellence, and foster a supportive team environment. As a Team Leader, you will play a crucial role in driving service quality, managing escalations, and ensuring that customer satisfaction remains at the forefront. If you have strong leadership skills, a passion for coaching and development, and a proven track record in customer support, we would love to hear from you.

Key skills and experience

• Bachelor’s degree in Business Administration, Communications, Psychology, Sociology, or a related field.
• Excellent English and Chinese communication skills (written, spoken, listening, and reading) with minimum B2 level for Simplified Chinese and B2 level for English
• At least 1 year experience in Customer Support or a related industry; leadership experience preferred.
• Experience working in the gaming industry is a plus.
• Previous BPO work experience is a plus
• Strong team management, coaching, and interpersonal skills.
• High attention to detail, with strong problem‑solving and analytical abilities.
• Proficiency with customer support tools and software is an advantage.
• Willing to work weekends and public holidays
• Able to work on shifting schedules, including night shifts
• Willing to be placed in Denpasar, Bali (full WFO)

Responsibility

Team Management & Leadership

• Lead, mentor, and inspire a team of 15 Customer Support Agents (CSAs), fostering a positive and high-performance culture.
• Conduct regular team meetings, briefings, and process updates to ensure alignment and engagement.
• Remain approachable and available to support CSAs with day‑to‑day challenges.

Performance Management

• Ensure smooth execution of all CSA tasks, minimizing operational disruptions.
• Monitor individual and team performance against KPIs, ensuring daily productivity and service level targets are met.
• Monitor roster adherence, manage shrinkage, and optimize resource availability.
• Provide constructive feedback, coaching, and performance evaluations to drive continuous improvement.
• Identify skill gaps and support ongoing development through targeted training or knowledge‑sharing sessions.
• Track and analyze performance data, preparing reports and recommending process improvements to maximize efficiency

Client Handling

• Manage client requirements and provide timely and appropriate solutions in line with agreed processes and service standards.
• Escalate critical issues to the reporting manager promptly.

Working Location

Gear Inc Taman Dewata, Jalan Imam Bonjol No 502, Denpasar Barat, Bali.