Asia Customer Service Lead - Elevate Support

Selkirk Sport, Inc.; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

Selkirk Sport, Inc. in Kuala Lumpur is seeking a Customer Service Manager to lead and develop the Asia support team.

You will oversee inquiries, orders, and escalations across digital channels and marketplaces, ensuring a premium Selkirk experience in line with brand values. You will drive process improvements, KPIs, and cross-functional collaboration with Operations, IT, and Marketing, while supporting local pickleball clubs and events to strengthen brand presence in Asia.

Qualifications

• 2–5 years of experience managing a customer service team.
• Proven ability to hire, train, and develop high-performing teams.
• Fluent in English; strong communication skills.
• Experience with CRM and ticketing systems; familiar with regional online marketplaces (Shopee, Lazada, TikTok Shop).
• Willingness to work on-site in Kuala Lumpur and support peak periods.

Responsibilities

• Lead, mentor, and develop Customer Service Representatives to ensure high-quality service across touchpoints.
• Oversee inquiries, orders, and complex escalations across digital channels and marketplaces.
• Develop KPIs and report performance targets for customer support metrics.
• Collaborate cross-functionally with Operations, IT, Accounting, Shipping, and Marketing.
• Coordinate training, scheduling, and workload balancing for peak periods.
• Foster a positive, accountable team culture aligned with Selkirk values.

Skills

CRM software

Ticketing systems

E-commerce marketplaces

Team leadership

Conflict resolution

Communication

Education

Bachelor's degree

Tools

CRM integrations

Low-code tools

Job description

Selkirk Sport, Inc. in Kuala Lumpur is seeking a Customer Service Manager to lead and develop the Asia support team.

You will oversee inquiries, orders, and escalations across digital channels and marketplaces, ensuring a premium Selkirk experience in line with brand values. You will drive process improvements, KPIs, and cross-functional collaboration with Operations, IT, and Marketing, while supporting local pickleball clubs and events to strengthen brand presence in Asia.