Customer Service Team Leader (eCommerce)

PERSOL; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A recruiting firm is looking for a Seller Acquisition & Incubation Team Supervisor in Kuala Lumpur. This role involves managing a team focused on supporting seller acquisition for eCommerce operations. The ideal candidate should have 4-6 years of experience in e-commerce, strong analytical skills, and be bilingual in Chinese/Mandarin and English. Key responsibilities include performance oversight, target setting, and driving merchant acquisition through multiple channels.

Qualifications

• 4-6 years of experience in e-commerce or marketplace operations.
• Able to analyze performance metrics and drive funnel improvements.
• Experience in seller acquisition or business development.

Responsibilities

• Oversee daily performance of the Seller Acquisition & Incubation team.
• Set targets and track funnel progress for team performance.
• Drive merchant acquisition through various lead channels.

Skills

Performance analysis

Coaching

Stakeholder communication

E-commerce knowledge

Bilingual (Chinese/Mandarin & English)

Job description

Our client are hiring Seller Acquisition & Incubation Team Supervisor to support online merchant (eCommerce) Singapore’s seller acquisition and incubation operations. You will oversee day-to-day funnel quality, drive acquisition throughput, monitor team performance, and implement seller development SOPs to deliver strong, scalable outcomes for the SG market.

Job Responsibilities

• Oversee the day-to-day performance of the Seller Acquisition & Incubation team, including onboarding, outreach and seller support activities.
• Set weekly targets, track funnel progress, evaluate performance dashboards and provide coaching/escalation support where needed.
• Drive merchant acquisition through multiple lead channels and ensure healthy top-of-funnel activity.
• Maintain consistent onboarding volume via structured outreach, follow-ups and conversion-stage intervention.
• Support the rollout of seller training programs, webinars and educational content.
• Work with Incubation leads to accelerate high-potential sellers through performance monitoring, blocker identification and tailored growth support.

Job Requirements

• At least 4 – 6 years experience in e-commerce, marketplace operations, seller acquisition, BD, incubation programs, or relevant merchant-facing environment.
• Comfortable analyzing performance, spotting bottlenecks, and driving funnel improvements.
• Strong ability to coach, guide and improve team members to achieve weekly targets.
• Proficiency in Chinese / Mandarin & English
• Strong stakeholder communication — clear reporting, escalation handling, weekly updates.
• Able to work independently in a fast-moving environment.
• Familiarity with TikTok Shop and livestreaming is a plus, but willingness to learn fast is key.