Live Chat Supervisor

Moogold; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service firm in Kuala Lumpur is seeking a Live Chat Team Leader to oversee and mentor a team of agents, ensuring high-quality customer support. Responsibilities include managing daily operations, conducting training, and performing quality assurance on live chat transcripts. The ideal candidate will have experience in customer service and strong leadership skills. This role offers competitive benefits, including annual leave, bonuses, and career progression opportunities.

Benefits

Annual Leave

Sick Leave

Bonus

Overtime Pay

Medical & Insurance Coverage

Career Progression opportunities

Qualifications

• Minimum 1-2 years working experience in Customer Service.
• Competent in using customer service platform Zendesk.
• Strong interpersonal skills to manage a team.

Responsibilities

• Lead and mentor a team of Live Chat Agents.
• Oversee daily live chat operations.
• Review live chat transcripts for quality assurance.
• Track key support metrics and prepare performance reports.
• Collaborate with internal teams to resolve issues.

Skills

English speaking

Bahasa Malaysia speaking

Mandarin speaking

Customer Service experience

Strong communication skills

Teamwork

Problem-solving

Leadership skills

Multitasking

Adaptability

Tools

Microsoft Excel

Microsoft Word

Zendesk

Job description

Qualifications

• Can speak English, Bahasa Malaysia and Mandarin
• Minimum 1-2 years working experience in Customer Service
• Knowledge in handling basic computer (Microsoft Excel/Word)
• Good communication and interpersonal skills
• Able to multitask, prioritize and manage time effectively
• Strong leadership skills with the ability to guide, motivate and develop a team
• Strong problem‑solving and decision‑making abilities, especially in urgent or escalated situations
• Strong teamwork, adaptability and willingness to collaborate across departments
• Specialized in live chat
• Competent in using customer service platform (Zendesk)

1. Lead & Mentor Live Chat Team

• Lead and mentor a team of Live Chat Agents to ensure consistent, high‑quality customer support.
• Monitor individual and team performance, provide coaching and conduct regular performance reviews.
• Create staff schedules and manage daily team assignments to ensure full shift coverage.
• Provide encouragement and recognition to high‑performing staff and maintain team morale.
• Mediate internal conflicts when necessary to maintain a positive and productive work environment.

2. Quality Assurance & Training

• Review live chat transcripts to ensure accuracy, professionalism and adherence to company policies.
• Identify training needs and conduct onboarding, refresher training and skills‑upgrade sessions.
• Train new agents on systems, processes and product knowledge.
• Mentor low‑performing staff and create personalized improvement plans.
• Stay updated on products, services, promotions and SOPs, ensuring the team is aligned.

3. Operational Management

• Oversee daily live chat operations to ensure fast response times and efficient handling of inquiries.
• Handle escalated or sensitive cases and resolve customer disputes requiring supervisor intervention.
• Coordinate escalations to other departments (technical, billing, compliance) and follow up to ensure resolution.
• Collaborate with internal teams to resolve customer or system issues.

4. Customer Experience & Continuous Improvement

• Track key support metrics (response time, resolution rate, chat volume) and prepare performance reports.
• Identify workflow gaps and propose solutions to enhance customer experience and team efficiency.
• Ensure adherence to company policies while maintaining a strong customer‑first service culture.

5. System & Process Management

• Work with tech teams to report system bugs, downtime and live chat tool issues.
• Suggest improvements for chat scripts, FAQs, knowledge bases and internal SOPs to streamline operations.

6. Reporting to Management

• Summarize daily operational challenges, escalations and improvement areas.
• Present insights on customer behavior, complaints and recurring issues.
• Recommend hiring needs, training priorities or workflow adjustments to improve team productivity.

Benefits

• Annual Leave and Sick Leave
• Bonus
• Overtime Pay
• KWSP and SOCSO
• Medical & Insurance Coverage
• Yearly Increments to upgrade your basic salary yearly & improve your lifestyle
• Career Progression opportunities – you may be able to get promotion easily