Senior CS Shift Lead — 24/7 Support & Coaching

Long Bridge HK Limited; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Longbridge is seeking a Senior Customer Service Executive (Shift Lead) to ensure smooth customer service operations across a 24/7 team in Kuala Lumpur, Malaysia. You will be the first escalation point for complex issues, provide real-time guidance to agents, and coordinate with the Team Manager during off-hours.

The role requires 2–3 years in customer service with at least 1 year in a supervisory capacity, preferably in financial services, and comfort with rotating night and weekend shifts.

Qualifications

• Minimum 2-3 years of Customer Service / Customer 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.
• Fluent in English and Mandarin; Bahasa Melayu is an added advantage.
• Willing to work rotating shifts, including nights, weekends and public holidays.
• Candidates with less experience will be considered as Customer Service Executive

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

Coaching & mentoring

People management

CS KPIs & SLAs

Decision making

Problem solving

English & Mandarin

Job description

Longbridge is seeking a Senior Customer Service Executive (Shift Lead) to ensure smooth customer service operations across a 24/7 team in Kuala Lumpur, Malaysia. You will be the first escalation point for complex issues, provide real-time guidance to agents, and coordinate with the Team Manager during off-hours.

The role requires 2–3 years in customer service with at least 1 year in a supervisory capacity, preferably in financial services, and comfort with rotating night and weekend shifts.