Customer Service Operations Support (Online Gaming Platform)

1M Technology Global; Johor Bahru; On-site; MYR 48,000 - 60,000; Full time

Job summary

1M Technology is a regional technology group focused on scalable digital platforms. The Customer Service Operations Support will assist the CS Lead and frontline team with day-to-day operations, scheduling, reporting, and process improvements through AI and automation.

The role involves coordinating with Risk, Fraud, Payments, Product, Marketing and Compliance while maintaining SOPs and knowledge bases. Fluency in Mandarin and English is preferred, with relocation to Johor Bahru an option.

Qualifications

• Strong spreadsheet and reporting skills are required.
• Experience with ticketing platforms like Zendesk, Freshdesk or Salesforce is beneficial.
• Good coordinating and analytical abilities are needed to support CS operations.

Responsibilities

• Support day-to-day CS operations, including shift schedules and team coverage.
• Monitor ticket volumes, response times, backlog, AHT, CSAT, SLAs.
• Assist with onboarding, training, coaching, and performance follow-ups.

Skills

Spreadsheet proficiency

Reporting skills

Coordination skills

Analytical thinking

Tools

Zendesk

Freshdesk

Salesforce

Job description

Customer Service Operations Support (Online Gaming Platform)

1M Technology is a regional technology group managing high-growth digital platforms across multiple markets. 1M Consulting operates under 1M Technology and focuses on building scalable, user-centric platforms. We are a lean, high-trust team that moves fast. We are headquartered in Kuala Lumpur, have a presence in Johor Bahru, and have team members across Malaysia and China.

The Role

As Customer Service Operations Support for our online gaming platform, you will provide day-to-day operational, administrative, and reporting support to the CS Business Unit Lead and the frontline Customer Service team. Your work will cover team coordination, scheduling, performance monitoring, reporting, escalations, SOPs, and cross-functional communication. The goal is to keep daily CS operations running smoothly and give the CS Business Unit Lead accurate, timely information for decisions.

You will also support process improvement by reviewing CS workflows, identifying inefficiencies, and exploring ways to improve operations through AI and automation. This hands‑on role suits someone who is organised, analytical, proactive, and comfortable working with both people and data.

Key Responsibilities

• Support day-to-day CS operations, including shift schedules, team coverage, attendance, and daily workforce coordination.
• Monitor ticket volumes, response times, backlog, AHT, CSAT, SLA performance, and other relevant KPIs.
• Assist with team briefings, onboarding, training, coaching, and performance follow-ups, and track outstanding tasks through to completion.
• Prepare daily, weekly, and monthly CS reports, dashboards, and summaries by consolidating performance data across systems.
• Identify trends, performance gaps, and recurring issues to support manpower planning and operational decisions.
• Support the handling of escalated or complex cases, including account, payment, KYC, complaint, and responsible‑gaming matters.
• Escalate sensitive or high‑risk cases to the right person or department, with proper documentation and follow‑through to resolution.
• Coordinate between Customer Service and the Risk, Fraud, Payments, Product, Marketing, and Compliance teams, sharing updates and gathering frontline feedback.
• Create and maintain CS SOPs, internal guidelines, and knowledge‑base content. Support quality checks and monitor compliance with company procedures and regulatory requirements.
• Review CS workflows for AI and automation opportunities, such as chatbot support, ticket categorisation, and automated routing. Support testing and implementation with the Product and Technology teams.

Language Requirements

• Mandarin (Essential): Able to communicate effectively in spoken Mandarin.
• English (Required): Good working proficiency, both written and spoken.
• Korean (Advantage): A plus but not mandatory. Other Asian languages are also an advantage.

Requirements

• Malaysian citizen based in or able to work in Kuala Lumpur or Johor Bahru.
• 2-4 years of experience in Customer Service, Customer Service Operations, or a related support role.
• Strong spreadsheet and reporting skills, with the ability to consolidate and interpret operational data.
• Experience with ticketing platforms such as Zendesk, Freshdesk, Salesforce, or similar.
• Strong communication and coordination skills, with good attention to detail and follow-through.
• Comfortable working in a fast‑paced, multi‑department environment.
• Open to permanent relocation to Johor Bahru if required by business needs.

Good to Have

• Experience supporting or supervising a Customer Service team.
• Experience in online gaming, digital entertainment, fintech, payments, or another regulated digital‑services environment.
• Familiarity with escalations, KYC/AML, payments, and responsible gaming.
• Comfortable using technology, AI, and automation tools.