Customer Support Team Lead: Inspire, Coach & Optimize

Aharetail Solutions Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Aharetail Solutions Sdn Bhd in Kuala Lumpur seeks a proactive Team Leader for our expanding customer support function. You will supervise daily support operations, guide agents on complex cases, and ensure knowledge is documented and accessible.

Responsibilities include monitoring service levels, achieving an 80% CSAT target, managing ticket volumes across channels, maintaining accurate CRM records, and driving documentation and knowledge base improvements.

Qualifications

• Minimum supervisory experience in customer support or contact centre.
• Proven ability to manage tickets and monitor performance.
• Strong leadership, coaching, and people management skills.
• Excellent written and verbal communication and interpersonal skills.
• Ability to analyse workload trends and plan staffing.

Responsibilities

• Coordinate daily support operations and ensure tickets are distributed efficiently.
• Provide guidance to agents on complex cases, onboarding, and coaching.
• Review QA/QC findings and implement performance improvement plans.
• Maintain knowledge documentation and accessible resources.
• Monitor performance against service levels and CSAT targets.
• Handle tickets across email, in-app, and other channels including calls and chat.
• Develop workflows, macros, and knowledge base for scalable operations.
• Support localization and content accuracy in English and Bahasa Malaysia.

Skills

Team supervision

Customer service leadership

KPIs & analytics

SLA management

Multi-channel support

Coaching

Job description

Aharetail Solutions Sdn Bhd in Kuala Lumpur seeks a proactive Team Leader for our expanding customer support function. You will supervise daily support operations, guide agents on complex cases, and ensure knowledge is documented and accessible.

Responsibilities include monitoring service levels, achieving an 80% CSAT target, managing ticket volumes across channels, maintaining accurate CRM records, and driving documentation and knowledge base improvements.