Senior Gaming Customer Support Team Lead

Jobstreet Malaysia; Kuala Lumpur; On-site; MYR 45,000 - 89,000; Full time

Job summary

Jora Malaysia is seeking an experienced Customer Service Team Leader to manage and develop a team of Player Support Specialists at Menara Sunway Visio, Cheras. You will monitor performance, coach staff, and escalate complex player inquiries while liaising with QA, Training, and Operations to continuously improve service quality and player experience.

The role requires a Diploma or Bachelor's degree and at least 3 years in customer service, plus 1 year in a leadership role.

Qualifications

• Diploma or Bachelor's Degree in any field; SPM holders with strong relevant experience may be considered.
• Minimum 3 years of Customer Service experience.
• At least 1 year in a Team Leader/Senior Agent/SME or similar leadership role.
• Experience in gaming, technology, e-commerce, contact centre, or digital services is preferred.
• Gaming familiarity with mobile/SLG games is an advantage.
• Strong people management and coaching skills.
• Excellent verbal and written communication skills.
• Willingness to work 24/7 rotational shifts, including weekends and public holidays.

Responsibilities

• Manage and support a team of Player Support Specialists in daily operations.
• Monitor team performance, service levels, productivity, quality and player satisfaction.
• Conduct daily briefings and communicate game updates, promotions, known issues and process changes.
• Provide regular coaching, feedback and performance discussions.
• Identify performance gaps and implement improvement actions.
• Handle complex and escalated player enquiries involving accounts, gameplay, in-game purchases and technical issues.
• Monitor attendance, schedule adherence and operational readiness.
• Prepare team performance reports and highlight key challenges and improvement areas.
• Analyse recurring player complaints and identify root causes.
• Work closely with QA and Training teams to improve team knowledge and performance.

Skills

Team Leadership

Customer Service

Coaching

Analytical Thinking

Education

Diploma/Bachelor's Degree

Job description

Jora Malaysia is seeking an experienced Customer Service Team Leader to manage and develop a team of Player Support Specialists at Menara Sunway Visio, Cheras. You will monitor performance, coach staff, and escalate complex player inquiries while liaising with QA, Training, and Operations to continuously improve service quality and player experience.

The role requires a Diploma or Bachelor's degree and at least 3 years in customer service, plus 1 year in a leadership role.