Customer Success Team Lead

Black Dots Marketing; Klang City; On-site; MYR 100,000 - 150,000; Full time

Job summary

A growing consumer brand is seeking a Customer Success Team Lead to manage and elevate their customer service team. The ideal candidate will have 3-5 years in customer service with 1-2 years in leadership, and experience in e-commerce or retail. Responsibilities include leading the team, monitoring performance metrics, and ensuring high-quality customer interactions. This role requires strong leadership, communication skills in both English and Bahasa Malaysia, and a data-driven approach to customer success.

Qualifications

• 3–5 years of experience in customer service or customer success.
• At least 1–2 years in a team leadership role.
• Experience in e-commerce, retail, or consumer electronics is a strong advantage.

Responsibilities

• Lead and motivate the Customer Success team to deliver high-quality support.
• Manage daily team schedules and workload allocation.
• Oversee customer interactions across various platforms.
• Set and monitor KPIs such as response and resolution times.

Skills

Leadership

Coaching

Interpersonal skills

Communication in English

Communication in Bahasa Malaysia

Data-driven mindset

Education

Diploma/Bachelor’s Degree in Business or Communications

Tools

CRM systems

Ticketing systems

Job description

We are looking for a Customer Success Team Lead to manage, coach, and elevate our customer service team across all sales channels. You will ensure every customer interaction reflects our brand values while driving service excellence, team performance, and continuous improvement.

This role is ideal for someone who enjoys people leadership, process optimisation, and delivering top-tier customer experiences in a fast-growing consumer brand.

Key Responsibilities

Lead, coach, and motivate the Customer Success team to deliver consistent, high-quality support

Manage daily team schedules, workload allocation, and performance tracking

Conduct regular coaching sessions, training, and performance reviews

Act as the escalation point for complex or sensitive customer issues

Customer Experience

Oversee customer interactions across WhatsApp, phone calls, email, social media, and e-commerce platforms

Ensure timely resolution of enquiries, complaints, returns, and warranty cases

Drive a customer-first culture focused on empathy, clarity, and problem-solving

Process & Performance

Set and monitor KPIs such as response time, resolution time, CSAT, and customer retention

Identify process gaps and implement improvements to workflows and SOPs

Collaborate with Operations, Sales, Marketing, and Logistics teams to resolve recurring issues

Prepare regular performance reports and insights for management

Systems & Tools

Ensure effective use of CRM, ticketing systems, and internal dashboards

Maintain accurate customer records and case documentation

Support the implementation of new tools or system upgrades when required

Requirements

Diploma / Bachelor’s Degree in Business, Communications, or a related field

3–5 years of experience in customer service or customer success, with at least 1–2 years in a team leadership role

Experience in e-commerce, retail, consumer electronics, or home appliances is a strong advantage

Strong leadership, coaching, and interpersonal skills

Excellent communication skills in English & Bahasa Malaysia

Ability to handle escalations calmly and professionally

Data-driven mindset with experience tracking KPIs and service metrics

Comfortable working in a fast-paced, growing organisation