Customer Service Team Leader – Player Support

Private Advertiser; Kuala Lumpur; On-site; MYR 45,000 - 56,000; Full time

Job summary

Private Advertiser is seeking an experienced Customer Service Team Leader to manage a team of Player Support Specialists for a gaming platform in Malaysia. You will monitor performance, coach staff, handle escalations, and collaborate with QA and Training to raise service quality and player satisfaction.

Qualifications include a Diploma or Bachelor’s degree and 3+ years in Customer Service, with at least 1 year in a leadership role.

Qualifications

• Minimum 3 years of Customer Service experience.
• At least 1 year in a Team Leader, Senior Agent or similar role.
• Gaming, tech, e-commerce or digital services experience preferred.
• Excellent verbal and written communication skills.
• Willing to work 24/7 rotational shifts.

Responsibilities

• Manage and support a team of Player Support Specialists in daily operations.
• Monitor performance, service levels, productivity, quality and player satisfaction.
• Conduct daily briefings and communicate game updates, promotions, known issues and process changes.
• Provide coaching, feedback and performance discussions.
• Identify performance gaps and implement improvements.
• Handle escalated player inquiries involving accounts, gameplay, purchases and technical issues.
• Monitor attendance, schedule adherence and operational readiness.
• Prepare team performance reports and highlight challenges and improvements.
• Analyze recurring player complaints and identify root causes.
• Collaborate with QA and Training to improve knowledge and performance.

Skills

People management

Coaching

Customer service

Analytical thinking

Escalation management

Education

Diploma or Bachelor's Degree

SPM holders with experience

Job description

We are looking for an experienced Customer Service Team Leader to manage and develop a team of Player Support Specialists. The Team Leader will be responsible for monitoring team performance, coaching team members, handling escalated player enquiries and working closely with Quality, Training and Operations teams to continuously improve service quality and player experience.

Key responsibilities

Manage and support a team of Player Support Specialists in daily operations.

Monitor team performance, service levels, productivity, quality and player satisfaction.

Conduct daily briefings and communicate game updates, promotions, known issues and process changes.

Provide regular coaching, feedback and performance discussions.

Identify performance gaps and implement appropriate improvement actions.

Handle complex and escalated player enquiries involving accounts, gameplay, in-game purchases and technical issues.

Monitor attendance, schedule adherence and operational readiness.

Prepare team performance reports and highlight key challenges and improvement areas.

Analyse recurring player complaints and identify root causes.

Work closely with QA and Training teams to improve team knowledge and performance.

About you

Diploma or Bachelor's Degree in any field. SPM holders with strong relevant experience may also be considered.

Minimum 3 years of Customer Service experience.

At least 1 year of experience as a Team Leader, Senior Agent, SME or similar leadership role.

Experience in gaming, technology, e-commerce, contact centre or digital services is preferred.

Gaming experience or familiarity with mobile / SLG (Simulation & Strategy) games is an advantage.

Strong people management and coaching skills.

Strong analytical, problem-solving and escalation management skills.

Excellent verbal and written communication skills.

Comfortable working 24/7 rotational shifts, including weekends and public holidays.

Project: Gaming Platform & Player Support
Employment Type: Permanent
Location: Menara Sunway Visio, Cheras
Joining Date: 14 September 2026
Working Hours: 24/7 Rotational Shift
Working Days: 5 days per week, 2 days off
Salary: RM4,000 Basic + RM1,000 Fixed Allowance + KPI Incentives

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Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? How many years' experience do you have as a Customer Service Team Leader? Which of the following types of qualifications do you have? Do you have customer service experience? How many years' experience do you have as an E-Commerce Helper? How many years of experience do you have in the Game Development Industry? How would you rate your English language skills? Which of the following languages are you fluent in?

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What can I earn as a Customer Service Team Leader