24/7 Customer Service Manager | Fintech & Brokerage
Longbridge Singapore
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Job summary
Longbridge Singapore invites a skilled Team Manager to lead the 24/7 Malaysia Customer Service team, ensuring high-quality service across all shifts. You will drive workforce planning, performance metrics, and stakeholder alignment to improve products and customer experience based on feedback.
The successful candidate will be a strong people leader capable of maintaining service levels, coaching staff, and managing a dynamic 24/7 operation in a regulated financial environment.
Qualifications
- 4–5 years of experience in Customer Support/Customer Service management.
- Experience leading or supporting a 24/7 customer service operation.
- Proven track record of meeting/exceeding KPIs, SLAs, and service quality.
Responsibilities
- Lead and manage the 24/7 Malaysia Customer Service team, including Officers and Shift Leads.
- Set performance expectations and drive KPI, SLA, and CSAT targets.
- Coach and develop team members through regular performance reviews.
- Plan workforce and shift schedules for 24/7 coverage.
- Monitor performance using data/MIS and drive improvements.
- Handle escalations and ensure timely resolution and appropriate escalation.
- Collaborate with Product, Operations, Compliance and other teams to improve processes.
- Partner with HR on recruitment, onboarding and headcount planning.
Skills
Job description
Longbridge Singapore invites a skilled Team Manager to lead the 24/7 Malaysia Customer Service team, ensuring high-quality service across all shifts. You will drive workforce planning, performance metrics, and stakeholder alignment to improve products and customer experience based on feedback.
The successful candidate will be a strong people leader capable of maintaining service levels, coaching staff, and managing a dynamic 24/7 operation in a regulated financial environment.
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