A Job Thing
Customer Service Team Lead
TLDR
Lead and coach a team of customer service executives while enhancing efficiency and customer satisfaction through continuous workflow improvements and performance monitoring.
- Lead, coach, and supervise a team of 5 Customer Service Executives.
- Monitor daily performance, ticket volume, and response quality.
- Manage team schedules, attendance, and workload distribution.
- Foster a service-oriented, accountable, and collaborative team culture.
- Maintain high standards for response quality, professionalism, and resolution accuracy.
- Monitor service metrics such as response time, resolution time, and customer satisfaction
- Identify recurring issues and recommend process or product improvements
- Work closely with Product, Sales, and Tech teams to resolve platform-related problems
- Continuously improve support workflows to increase efficiency and customer satisfaction
- Prepare weekly or monthly performance reports for management
- Ensure compliance with company policies and service standards
- Diploma or Bachelor’s Degree in Business, Communications, or related field.
- 3–5 years of experience in Customer Service or Customer Support.
- At least 1–2 years of experience in a supervisory or team lead role.
- Experience supporting digital platforms, SaaS products, or online marketplaces is a strong advantage.
- Strong problem-solving and conflict resolution skills.
- Excellent written and verbal communication skills.
- Comfortable handling escalations and difficult customers.
- Statutory deductions (EPF, SOCSO, EIS & PCB).
- Smart casual dress code.
- Convenient location near MRT, Monorail & LRT.
- GRAB corporate benefits.
- Life insurance & panel clinic coverage.
- Optical/dental subsidy.
- Sports & education coverage.
- 12 - 22 days annual leave + 16 days medical leave.
- Monthly personal development training.
- Team building activities.
- Annual increment & bonus.
A Job Thing is a Malaysia-based HR tech company that offers an all-in-one recruitment platform designed to streamline job posting, candidate sourcing, and applicant tracking. By simplifying the hiring process, we empower businesses of all sizes to hire faster and smarter, enabling them to focus on building their teams rather than getting bogged down in administrative tasks.
Customer Service