Team Leader Customer Support

1.      Job Description

1.1    Your 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 escalate 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.