Shift Lead - 24/7 FinTech Customer Service

Long Bridge HK Limited; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Longbridge is seeking a Senior Customer Service Executive (Shift Lead) to oversee a 24/7 contact-centre operation in Kuala Lumpur. You will coach agents, escalate complex issues and ensure SLA/KPI targets are met, with seamless shift handovers.

The role requires 2–3 years in customer service, 1 year in a supervisory role, and English/Mandarin fluency (Bahasa Melayu a bonus). Expect rotating shifts including nights and weekends.

Qualifications

• Minimum 2-3 years of Customer Service 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.

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 escalations to the Team Manager.
• Provide effective shift handover and highlight outstanding cases, escalations and operational issues.

Skills

Escalation handling

Coaching and mentoring

Problem solving

Shift flexibility

English & Mandarin fluency

Job description

Longbridge is seeking a Senior Customer Service Executive (Shift Lead) to oversee a 24/7 contact-centre operation in Kuala Lumpur. You will coach agents, escalate complex issues and ensure SLA/KPI targets are met, with seamless shift handovers.

The role requires 2–3 years in customer service, 1 year in a supervisory role, and English/Mandarin fluency (Bahasa Melayu a bonus). Expect rotating shifts including nights and weekends.