Team Leader Customer Support

Aharetail Solutions Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Aharetail Solutions Sdn Bhd in Kuala Lumpur seeks a proactive Team Leader for our expanding customer support function. You will supervise daily support operations, guide agents on complex cases, and ensure knowledge is documented and accessible.

Responsibilities include monitoring service levels, achieving an 80% CSAT target, managing ticket volumes across channels, maintaining accurate CRM records, and driving documentation and knowledge base improvements.

Qualifications

• Minimum supervisory experience in customer support or contact centre.
• Proven ability to manage tickets and monitor performance.
• Strong leadership, coaching, and people management skills.
• Excellent written and verbal communication and interpersonal skills.
• Ability to analyse workload trends and plan staffing.

Responsibilities

• Coordinate daily support operations and ensure tickets are distributed efficiently.
• Provide guidance to agents on complex cases, onboarding, and coaching.
• Review QA/QC findings and implement performance improvement plans.
• Maintain knowledge documentation and accessible resources.
• Monitor performance against service levels and CSAT targets.
• Handle tickets across email, in-app, and other channels including calls and chat.
• Develop workflows, macros, and knowledge base for scalable operations.
• Support localization and content accuracy in English and Bahasa Malaysia.

Skills

Team supervision

Customer service leadership

KPIs & analytics

SLA management

Multi-channel support

Coaching

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Aharetail Solutions Sdn Bhd – Kuala Lumpur, Kuala Lumpur

1.1Your duties and responsibilities shall include, but are not limited to, the following:

1.1.1 Team Supervision and Customer Service Management

Coordinate daily support operations and ensure tickets are distributed and handled efficiently.

Provide day-to-day guidance to support agents on complex cases, customer communication, workflow questions, and escalation logic.

Support onboarding and coaching of new agents.

Review QA/QC findings and provide coaching, feedback and performance improvement plans to agents where required.
Help agents understand support workflows, product logic, customer scenarios, and correct resolution paths.

Ensure that knowledge is not dependent on verbal explanations only, but is properly documented and accessible to the team.

1.1.2 Performance Monitoring & KPI Achievement

Monitor team performance against agreed service levels and customer experience targets.

Ensure that the team meets the required First Reply Time SLA of 4 business hours.

Work towards achieving and maintaining a CSAT target of at least 80%.

Identify risks to SLA, CSAT, resolution quality, or backlog growth and escalat them proactively.

Support continuous improvement of customer replies, tone of voice, accuracy, and resolution quality.

1.1.3 Customer Support Operations

Handle customer tickets from email, in-app support, and potentially other communication channels, including inbound/outbound calls, WhatsApp, SMM and channels introduced as the product scales.

Respond to customer enquiries related to product and merchant inquiries.

Provide clear, accurate, and consistent information to customers in accordance with company policies, internal procedures, and regulatory requirements.

Maintain a courteous, empathetic, and professional tone in all customer interactions.

1.1.4 Ticket Handling and Productivity

Meet individual productivity expectations when handling tickets directly.

Ensure that the team maintains consistent productivity and that low output, backlog, or inactivity is identified early.

Track and report ticket volumes, resolved cases, backlog, SLA performance, and customer satisfaction trends.

Use CRM and support system data to monitor individual and team contribution.

Maintain accurate case notes, customer records, and resolution details in Zendesk or other internal systems.

1.1.5 Workflow Documentation and Knowledge Base

Create, update, and maintain written support instructions, workflow documentation, macros, escalation rules, and internal guidance for agents.

Ensure that agents have clear documentation for recurring customer cases and operational processes.

Develop and maintain internal knowledge base materials, including written instructions, screenshots, visual examples, and internal video guidelines to help agents follow support workflows consistently.

Ensure that support workflows are sufficiently documented to enable automation tools, including AI Copilot or similar agent-assist functionality.

Regularly identify missing instructions, unclear workflows, and repeated agent questions, then convert them into documentation or training materials.

1.1.6 FAQ and Local Language Support

Support the review, improvement, and localisation of customer-facing FAQ materials.

Ensure that FAQ and support materials are available and accurate in both English and Bahasa Malaysia, where required.

Identify gaps in Malay-language customer support content and coordinate updates with relevant stakeholders.

Ensure that local market terminology, customer expectations, and language nuances are reflected in support content.

1.1.7 AI Bot Monitoring and Feedback

Review AI bot performance issues escalated by the team/QC and coordinate with relevant stakeholders on operational improvements

1.1.8 Process Improvement and Cross-Functional Feedback

Identify recurring customer pain points and operational inefficiencies.

Provide structured feedback to product, operations, compliance, and technical teams.

Suggest improvements to workflows, internal processes, customer communication, CRM setup, macros, templates, and knowledge base structure.

Support the transition of the support function from soft launch operations into a scalable standalone team structure.

Requirements

• Proven supervisory or Team Leader experience in Customer Support, Contact Centre, or Customer Experience.
• Strong knowledge of customer service operations and ticket management systems.
• Excellent leadership, coaching, and people management skills.
• Strong analytical and problem-solving skills with the ability to make sound operational decisions.
• Ability to analyse workload trends and manage workforce planning and scheduling.
• Excellent written and verbal communication and interpersonal skills.
• Strong focus on team performance, operational efficiency, and customer satisfaction.
• Proficient in preparing operational reports and presenting performance updates.
• Adaptable and proactive, with the ability to work effectively in a fast-paced environment.
• Ability to collaborate across departments and manage multiple priorities.