Customer Support Team Lead — Data-Driven & Flexible Hours

GXBank; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

GXBank, Malaysia's first digital bank backed by Grab, seeks a senior leader to guide its contact centre and customer service teams. You will coach executives across live chat, voice, email and social channels, shaping performance and service excellence.

With 4+ years in financial services contact centres and 2+ years of direct people management, you’ll translate data into action, drive CRM-led improvements, and champion GX Bank values in a fast-paced, shift-based environment.

Qualifications

• Minimum of 4 years in a Contact Centre / Customer Service environment within financial institutions, payments, cards, digital banks, e-wallets, or acquirers.
• Minimum of 2 years directly managing, coaching, and developing teams.
• Solid hands-on knowledge of CRM systems, contact center software, MS Office, and Google Suite.
• Strong problem-solving skills, initiative, high attention to detail, and a genuine concern for delivering high-quality outcomes for customers.
• Open to working flexible schedules, including shift rotations, weekends, and Public Holidays.

Responsibilities

• Lead & Inspire: Coach, motivate, and develop a team of high-performing executives across live chat, voice, email, and social media channels.
• People Ownership: Take full accountability for team performance, coaching culture, retention, engagement, conflict resolution, and attendance management.
• Data-Driven Strategy: Translate business intelligence data into actionable performance plans for your individual team members.
• Escalation Excellence: Resolve escalated customer issues using sound business judgment, protecting and enhancing GX Bank's reputation and values.
• Process & Tech Innovation: Work closely with contact center servicing technologies, CRM systems, and channel strategies to continuously improve operations.
• Culture Champion: Conduct impactful coaching conversations to reinforce GX Bank values and build an inclusive, feedback-rich environment.

Skills

Team leadership

Coaching

Customer service management

CRM systems

Data analysis

Tools

MS Office

Google Workspace

CRM software

Job description

GXBank, Malaysia's first digital bank backed by Grab, seeks a senior leader to guide its contact centre and customer service teams. You will coach executives across live chat, voice, email and social channels, shaping performance and service excellence.

With 4+ years in financial services contact centres and 2+ years of direct people management, you’ll translate data into action, drive CRM-led improvements, and champion GX Bank values in a fast-paced, shift-based environment.