Senior CS Lead — 24/7 Shift & Coaching

Longbridge Singapore; Kuala Lumpur; On-site; MYR 75,000 - 110,000; Full time

Job summary

Longbridge Singapore is seeking a Senior Customer Service Executive (Shift Lead) to ensure smooth 24/7 operations. You will serve as the first escalation point for complex issues, provide real-time coaching to officers, and coordinate with the Team Manager when off-duty.

The role requires 2–3 years in customer service, at least 1 year in a senior/lead capacity, and willingness to work rotating shifts including nights and holidays.

Qualifications

• 2–3 years in Customer Service / Contact Centre
• ≥1 year in a senior, team lead or supervisory role
• Experience in banking, brokerage, securities, fintech or financial services is a plus
• Basic knowledge of stocks, equities, trading or financial markets is advantageous
• Strong escalation-handling, problem-solving and decision-making skills
• Strong coaching and mentoring ability
• Good understanding of CS KPIs, SLAs and service quality
• Fluent in English and Mandarin; Bahasa Melayu is a plus
• Willing to work rotating shifts including nights, weekends and public holidays

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 met.
• Support workload allocation and ensure adequate coverage during shifts.
• Ensure adherence to SOPs, escalation procedures and service standards.
• Assist with onboarding, coaching and quality monitoring of agents.
• Identify recurring issues and escalate to Team Manager.
• Provide effective shift handover and highlight outstanding cases.

Skills

Escalation handling

Problem solving

Decision making

Coaching & mentoring

CS KPIs & SLAs

English & Mandarin

Willing to rotate shifts

Job description

Longbridge Singapore is seeking a Senior Customer Service Executive (Shift Lead) to ensure smooth 24/7 operations. You will serve as the first escalation point for complex issues, provide real-time coaching to officers, and coordinate with the Team Manager when off-duty.

The role requires 2–3 years in customer service, at least 1 year in a senior/lead capacity, and willingness to work rotating shifts including nights and holidays.