Customer Service Team Lead

EPOS; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

EPOS in Kuala Lumpur is seeking a hands-on Customer Service Team Lead to steer our support operations. You will manage daily execution, drive SLA adherence, and improve automation and customer experience while coordinating with cross-functional teams.

The role requires strong English communication, leadership in customer service, and experience with CRM/ticketing systems. You will also coach staff and lead initiatives to reduce manual workload and enhance CSAT.

Qualifications

• Proven experience in customer service, contact center, or operations leadership roles.
• Strong leadership with hands-on execution and team management.
• Excellent communication and stakeholder management skills.
• Fluent English; Mandarin is a plus.
• Experience with CRM/ticketing tools.
• Comfortable in fast-paced, shift-based environments.

Responsibilities

• Lead and manage the Customer Service team (L1/L2 support).
• Oversee daily operations across calls, WhatsApp, and ticketing systems.
• Monitor and enforce SLA targets for response and resolution times.
• Handle high-priority escalations and resolve complex cases.
• Coach, train, and develop team members through QA and feedback.
• Drive CSAT improvements and enhance customer experience.
• Build and maintain knowledge base, SOPs, and escalation frameworks.
• Collaborate with Ops, Tech, Product, and external partners to improve processes.

Skills

Customer leadership

Multichannel support

Stakeholder management

Tools

CRM systems

Job description

Role Summary

We are looking for a hands-on and driven Customer Service Team Lead to lead our customer support operations while actively managing day-to-day execution. This role will be responsible for team performance, service quality, and operational efficiency, while driving improvements in automation, SLA adherence, and customer experience.

What You'll Do

• Lead and manage the Customer Service team (L1/L2 support), ensuring high performance and engagementOversee daily operations across channels (calls, WhatsApp, ticketing systems)
• Monitor and enforce SLA targets (response time, resolution time, backlog management)
• Handle and resolve high-priority escalations and complex cases
• Coach, train, and develop team members through QA reviews and performance feedback
• Drive CSAT improvement initiatives and enhance overall customer experience
• Build and maintain knowledge base (KB), SOPs, and escalation frameworks
• Collaborate with Ops, Tech, Product, and external partners to resolve issues and improve processes
• Support implementation of automation (AI/chatbot/self-service) to reduce manual workloadEnsure accurate reporting, tracking, and performance analysis

What We're Looking For

• Good communication skills in English (Mandarin is a plus)
• Proven experience in customer service, contact center, or operations leadership roles
• Strong leadership with the ability to balance hands-on execution and team management
• Excellent communication and stakeholder management skills
• Strong problem-solving mindset with experience handling escalationsFamiliarity with CRM / ticketing systems and support tools
• Experience in fintech, payments, or operations-heavy environments is a plusC
• omfortable working in a fast-paced environment with shift arrangements