Senior Customer Service Executive (Shift Lead)

Longbridge; Kuala Lumpur; On-site; MYR 48,000 - 64,000; Full time

Job summary

Longbridge is a leading internet brokerage and fintech company based in Singapore, expanding to provide services in Malaysia. The Senior Customer Service Executive (Shift Lead) will be the first escalation point on complex issues and coach a team of Customer Service Officers across a 24/7 shift schedule.

You will monitor performance, ensure SLA/KPI targets are met, and work with the Team Manager during off-hours.

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.

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

Leadership

Communication

Problem solving

Decision making

Multilingual (English, Mandarin)

Customer service

Job description

Job Description

About Us

Longbridge is a leading, next-generation internet brokerage and fintech company established in Singapore in 2019. We provide a one-stop, multi-asset global investment platform offering access to SG, HK, and US markets, with innovative investment and trading solutions designed to make investing smarter, simpler, and more accessible.

About the Role

The Senior Customer Service Executive (Shift Lead) plays a critical role in ensuring smooth and effective Customer Service operations throughout their assigned shift. You will serve as the first escalation point for complex or sensitive customer issues, provide real-time guidance and support to Customer Service Executives, and act as the primary point of contact for the Team Manager when they are off-duty.

As part of a 24/7 Customer Service team, you must be comfortable working on a rotating shift basis, including night shifts, weekends and public holidays.

Key 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.

Requirements

• 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.