Customer Service Team Lead

EPOS; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

EPOS in Malaysia seeks a hands-on Customer Service Team Lead to drive support operations, improve efficiency, and elevate customer experience. You will oversee L1/L2 teams, manage day-to-day execution, and collaborate across Ops, Tech, Product, and external partners to resolve issues.

You will coach staff through QA reviews, enforce SLA targets, and contribute to automation initiatives (AI/chatbot/self-service) to reduce manual workload while ensuring accurate reporting and performance analytics.

Qualifications

• Experience leading customer service or contact center teams.
• Proven ability to meet SLA targets and manage performance.
• Experience with QA reviews and coaching of team members.
• Familiarity with CRM and ticketing tools.
• Fintech/payments or operations-heavy environments is a plus.

Responsibilities

• Lead and manage the Customer Service team (L1/L2 support), ensuring high performance and engagement across channels.
• Oversee daily operations across calls, WhatsApp, and ticketing systems.
• Monitor and enforce SLA targets (response & resolution times, 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 automation initiatives (AI/chatbot/self-service) to reduce manual workload.
• Ensure accurate reporting, tracking, and performance analysis.

Skills

Team leadership

Customer service

Stakeholder mgmt

CRM systems

QA & coaching

English & Mandarin

Tools

CRM software

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