Gaming Support Team Lead: 24/7 Rotational

Private Advertiser

Kuala Lumpur

On-site

MYR 45,000 - 56,000

Full time

5 days ago

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Job summary

Private Advertiser is seeking an experienced Customer Service Team Leader to manage a team of Player Support Specialists for a gaming platform in Malaysia. You will monitor performance, coach staff, handle escalations, and collaborate with QA and Training to raise service quality and player satisfaction.

Qualifications include a Diploma or Bachelor’s degree and 3+ years in Customer Service, with at least 1 year in a leadership role.

Qualifications

Minimum 3 years of Customer Service experience.
At least 1 year in a Team Leader, Senior Agent or similar role.
Gaming, tech, e-commerce or digital services experience preferred.
Excellent verbal and written communication skills.
Willing to work 24/7 rotational shifts.

Responsibilities

Manage and support a team of Player Support Specialists in daily operations.
Monitor performance, service levels, productivity, quality and player satisfaction.
Conduct daily briefings and communicate game updates, promotions, known issues and process changes.
Provide coaching, feedback and performance discussions.
Identify performance gaps and implement improvements.
Handle escalated player inquiries involving accounts, gameplay, purchases and technical issues.
Monitor attendance, schedule adherence and operational readiness.
Prepare team performance reports and highlight challenges and improvements.
Analyze recurring player complaints and identify root causes.
Collaborate with QA and Training to improve knowledge and performance.