FinTech Customer Service Lead (Shift) – Escalations & Coaching

Longbridge Singapore; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Longbridge is seeking a Senior Customer Service Executive (Shift Lead) to ensure smooth and effective Customer Service operations on their assigned shift. You will be the first escalation point for complex customer issues and provide real-time guidance to Customer Service Executives within a 24/7 team.

You must be comfortable with rotating shifts, including night shifts, weekends, and public holidays, and you will support the Team Manager and maintain high service quality across the shift.

Qualifications

• Minimum 2-3 years of Customer Service/Support experience, preferably in a contact-centre environment.
• At least 1 year in a senior, team lead or supervisory role preferred.
• Experience in banking, brokerage, securities, fintech or financial services is an advantage.
• Basic knowledge of stocks, equities, trading or financial markets will be an advantage.
• Strong escalation-handling, problem-solving and decision-making skills.
• Strong coaching and mentoring ability.
• Good understanding of CS KPIs, SLAs and service quality.

Responsibilities

• Act as the first escalation point for complex, sensitive or high-priority customer issues.
• Provide real-time coaching, guidance and support to Customer Service Officers.
• Monitor shift performance and ensure SLA, KPI and service-quality targets are achieved.
• Support workload allocation and ensure adequate coverage throughout the shift.
• Ensure adherence to SOPs, escalation procedures and service standards.
• Assist with onboarding, coaching and quality monitoring of new and existing agents.
• Identify recurring customer or operational issues and elevate them to the Team Manager.
• Provide effective shift handover and highlight outstanding cases, escalations and operational issues.

Skills

Escalation handling

Problem solving

Decision making

Coaching

Mentoring

SLA/KPI knowledge

English and Mandarin

Job description

Longbridge is seeking a Senior Customer Service Executive (Shift Lead) to ensure smooth and effective Customer Service operations on their assigned shift. You will be the first escalation point for complex customer issues and provide real-time guidance to Customer Service Executives within a 24/7 team.

You must be comfortable with rotating shifts, including night shifts, weekends, and public holidays, and you will support the Team Manager and maintain high service quality across the shift.