Customer Service Manager (Brokerage)

About Us
Longbridge is a new-generation, AI-driven online brokerage on a mission to make investing smarter, simpler, and more accessible for everyone. Headquartered in Singapore, we are redefining the investment journey by connecting the stages of “Discovery → Learning → Trading.” With our proprietary AI assistant, Longbridge AI, and a cloud-native infrastructure, we provide retail investors with institutional-grade insights and a seamless global trading network. At Longbridge, you won’t just be working for a brokerage; you’ll be building the future of financial infrastructure.

About the Role
The Team Manager will lead and manage the 24/7 Malaysia Customer Service team, ensuring the delivery of consistent, high-quality customer service across all shifts.
You will be responsible for team performance, workforce planning, operational efficiency and service quality. You will also work closely with internal stakeholders, including Product, Operations, Compliance and other relevant teams, to identify recurring customer issues and drive improvements to products, services and customer experience based on customer feedback.
The successful candidate will be a strong people leader who can build a high-performing team, manage a 24/7 operation and ensure service levels and customer experience standards are consistently achieved.

Key Responsibilities:

• Lead and manage the 24/7 Malaysia Customer Service team, including Customer Service Officers and Shift Leads.
• Set performance expectations and drive achievement of KPIs, SLAs, CSAT and service-quality targets.
• Coach and develop Shift Leads and team members through regular performance reviews and development discussions.
• Manage workforce planning and shift scheduling to ensure adequate 24/7 coverage.
• Monitor operational performance and use data/MIS to identify trends, performance gaps and improvement opportunities.
• Oversee customer escalations, complaints and operational incidents, ensuring timely resolution and appropriate escalation.
• Work with Product, Operations, Compliance and other stakeholders to address recurring customer issues and improve processes.
• Partner with HR on recruitment, onboarding, performance management and future headcount planning.
• Drive a positive, accountable and high-performing team culture.

Requirements:

• 4–5 years of experience in Customer Support / Customer Service management, preferably within a brokerage, securities, fintech, financial-services or other regulated environment.
• Experience managing or supporting a 24/7 Customer Support operation is strongly preferred.
• Proven track record of meeting or exceeding team KPIs, SLAs and customer-service performance.
• Strong people-management, coaching and performance-management skills.
• Strong analytical and problem-solving skills, with experience using operational data/MIS to drive improvements.
• Experience in workforce planning, scheduling and resource management is an advantage.
• Strong stakeholder-management and communication skills.
• Fluent in English and Mandarin; Bahasa Melayu is an added advantage.
• Willing to support the 24/7 operation, including occasional night shifts, weekends or public holidays when required.