APAC Customer Service Lead: Team & Growth

OTT CREATION MARKETING; Subang Jaya; On-site; MYR 72,000 - 108,000; Full time

Benefits offered by this job

Opportunities for promotion

Job summary

The team lead will guide the Malaysia customer service team with clear ownership of service delivery, operational discipline, and customer outcomes. The role requires a balance of execution, excellence and business alignment, with strong focus on supporting strategic accounts and enabling sustainable growth.

Key responsibilities include leading team performance, handling escalations, aligning with Sales, and driving process improvements, governance, and cross‑functional collaboration.

Qualifications

• Bachelor's degree preferred.
• 5+ years in B2B customer service roles.
• Experience leading customer service teams.

Responsibilities

• Lead and develop the Malaysia customer service team with ownership of service delivery.
• Drive SLA performance, productivity, and timely resolutions.
• Oversee daily operations and address performance gaps swiftly.
• Maintain disciplined, accountable team culture.
• Collaborate with Sales and other functions to support key accounts.
• Track metrics, provide feedback, and improve processes.

Skills

Team Leadership

Customer Service

Operational Excellence

Stakeholder Management

Education

Bachelor's degree

Job description

The team lead will guide the Malaysia customer service team with clear ownership of service delivery, operational discipline, and customer outcomes. The role requires a balance of execution, excellence and business alignment, with strong focus on supporting strategic accounts and enabling sustainable growth.

Key responsibilities include leading team performance, handling escalations, aligning with Sales, and driving process improvements, governance, and cross‑functional collaboration.