Customer Service Team Leader – Player Support

Jobstreet Malaysia; Kuala Lumpur; On-site; MYR 45,000 - 89,000; Full time

Job summary

Jora Malaysia is seeking an experienced Customer Service Team Leader to manage and develop a team of Player Support Specialists at Menara Sunway Visio, Cheras. You will monitor performance, coach staff, and escalate complex player inquiries while liaising with QA, Training, and Operations to continuously improve service quality and player experience.

The role requires a Diploma or Bachelor's degree and at least 3 years in customer service, plus 1 year in a leadership role.

Qualifications

• Diploma or Bachelor's Degree in any field; SPM holders with strong relevant experience may be considered.
• Minimum 3 years of Customer Service experience.
• At least 1 year in a Team Leader/Senior Agent/SME or similar leadership role.
• Experience in gaming, technology, e-commerce, contact centre, or digital services is preferred.
• Gaming familiarity with mobile/SLG games is an advantage.
• Strong people management and coaching skills.
• Excellent verbal and written communication skills.
• Willingness to work 24/7 rotational shifts, including weekends and public holidays.

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 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.

Skills

Team Leadership

Customer Service

Coaching

Analytical Thinking

Education

Diploma/Bachelor's Degree

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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