Customer Service Team Lead

EPOS Pte. Ltd.; Kuala Lumpur; Hybrid; MYR 90,000 - 130,000; Full time

Job summary

EPOS Pte. Ltd. in Kuala Lumpur seeks a hands-on Customer Service Team Lead to guide our support operations, drive day-to-day execution, and oversee performance, service quality, and efficiency across channels including calls, WhatsApp, and tickets.

You will coach staff through QA, push CSAT improvements, build knowledge assets, and collaborate with Ops, Tech, Product, and partners to resolve issues and implement automation to reduce manual workload.

Qualifications

• Experience leading customer service teams (L1/L2) and delivering service targets.
• Excellent English communication; Mandarin is a plus.
• Familiarity with fintech/payments environments and shift work.

Responsibilities

• Lead and manage Customer Service team across channels (calls, WhatsApp, tickets) to ensure high performance and engagement.
• 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 workload; ensure accurate reporting, tracking, and performance analysis.

Skills

Customer service leadership

SLA management

Team coaching

Process improvements

Stakeholder management

English communication

Tools

CRM / ticketing systems

QA tools

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