Customer Support Team Lead - Flexible Shifts & Growth

GXS Bank; Petaling Jaya; On-site; MYR 90,000 - 130,000; Full time

Job summary

GX Bank Berhad seeks a dynamic leader to head its contact center operations in Malaysia. You will coach and develop a high-performing team across live chat, voice, email, and social media, driving improved customer outcomes and service quality.

With hands-on CRM and contact center tech experience, you will own performance metrics, stakeholder collaboration, and a culture of continuous improvement while supporting flexible scheduling across shifts.

Qualifications

• 4+ years in a contact centre / customer service environment within financial institutions, payments, cards, digital banks, e-wallets, or acquirers.
• 2+ years directly managing, coaching, and developing teams.
• 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 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 team members.
• Escalation Excellence: resolve escalated customer issues with sound business judgment, protecting GX Bank's reputation and values.
• Process & Tech Innovation: work with contact center tech, CRM systems, and channel strategies to improve operations.
• Culture Champion: conduct coaching conversations to reinforce GX Bank values and build an inclusive, feedback-rich environment.

Skills

People leadership

Decision making

Problem solving

Communication

Tools

CRM systems

Contact center software

MS Office

Google Suite

Job description

GX Bank Berhad seeks a dynamic leader to head its contact center operations in Malaysia. You will coach and develop a high-performing team across live chat, voice, email, and social media, driving improved customer outcomes and service quality.

With hands-on CRM and contact center tech experience, you will own performance metrics, stakeholder collaboration, and a culture of continuous improvement while supporting flexible scheduling across shifts.