Shift Lead, Customer Service - 24/7 FinTech Support

Longbridge; Kuala Lumpur; Presencial; MYR 48.000 - 64.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Escalation handling

Coaching

Leadership

Communication

Problem solving

Decision making

Multilingual (English, Mandarin)

Customer service

Descripción del empleo

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.