Customer Service Team Leader – Player Support

About the role

We are looking for an experienced Customer Service Team Leader to manage and develop a team of Player Support Specialists. The Team Leader will be responsible for monitoring team performance, coaching team members, handling escalated player enquiries and working closely with Quality, Training and Operations teams to continuously improve service quality and player experience.

Key responsibilities

• Manage and support a team of Player Support Specialists in daily operations.
• Monitor team performance, service levels, productivity, quality and player satisfaction.
• Conduct daily briefings and communicate game updates, promotions, known issues and process changes.
• Provide regular coaching, feedback and performance discussions.
• Identify performance gaps and implement appropriate improvement actions.
• Handle complex and escalated player enquiries involving accounts, gameplay, in-game purchases and technical issues.
• Monitor attendance, schedule adherence and operational readiness.
• Prepare team performance reports and highlight key challenges and improvement areas.
• Analyse recurring player complaints and identify root causes.
• Work closely with QA and Training teams to improve team knowledge and performance.

About you

• Diploma or Bachelor's Degree in any field. SPM holders with strong relevant experience may also be considered.
• Minimum 3 years of Customer Service experience.
• At least 1 year of experience as a Team Leader, Senior Agent, SME or similar leadership role.
• Experience in gaming, technology, e-commerce, contact centre or digital services is preferred.
• Gaming experience or familiarity with mobile / SLG (Simulation & Strategy) games is an advantage.
• Strong people management and coaching skills.
• Strong analytical, problem-solving and escalation management skills.
• Excellent verbal and written communication skills.
• C1-level English proficiency.
• Comfortable working 24/7 rotational shifts, including weekends and public holidays.

Project: Gaming Platform & Player Support
Employment Type: Permanent
Location: Menara Sunway Visio, Cheras
Joining Date: 14 September 2026
Working Hours: 24/7 Rotational Shift
Working Days: 5 days per week, 2 days off
Salary: RM4,000 Basic + RM1,000 Fixed Allowance + KPI Incentives