Customer Service Team Lead — CSAT & Automation Focus

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

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.