iGaming Customer Support Lead — Coach, Escalations & Automation

Jobstreet Malaysia; Selangor; On-site; MYR 20,000 - 100,000; Full time

Job summary

A customer service solutions provider is seeking a Customer Support Team Lead in Malaysia, Selangor. The ideal candidate will have at least 2 years of experience in online customer service, especially in the iGaming sector. They should possess strong leadership skills and excellent communication abilities in English, while basic Mandarin knowledge is preferred for dealing with Mandarin-speaking clients. Familiarity with customer service platforms is essential. The role involves managing support operations and collaborating with various teams to optimize customer interactions.

Qualifications

• Minimum 2 years of experience in online customer service, preferably in iGaming.
• Strong leadership and team motivation skills.
• Excellent command of English, with basic Mandarin and Bahasa knowledge preferred.
• Familiarity with LiveChat, Zendesk, or other customer service platforms.
• Willingness to work on rotation shifts if required.

Responsibilities

• Lead and manage a team of customer support agents for banking-related inquiries.
• Monitor daily support performance metrics.
• Handle escalations and sensitive customer issues.
• Conduct coaching sessions and performance reviews.
• Collaborate with various teams for issue resolution.
• Optimize processes with CRM and chatbot solutions.
• Maintain the internal knowledge base and SOPs.

Skills

Leadership

Customer service

Communication (English)

LiveChat/Zendesk familiarity

Job description

A customer service solutions provider is seeking a Customer Support Team Lead in Malaysia, Selangor. The ideal candidate will have at least 2 years of experience in online customer service, especially in the iGaming sector. They should possess strong leadership skills and excellent communication abilities in English, while basic Mandarin knowledge is preferred for dealing with Mandarin-speaking clients. Familiarity with customer service platforms is essential. The role involves managing support operations and collaborating with various teams to optimize customer interactions.