Customer Support·Confirmed live in the last 24 hours·
Full-timeKuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaNo salary listedIn-person
About the Job
Requirements
A minimum of 2–3 years of customer service or customer support experience is required, preferably in a contact-centre environment.
At least 1 year in a senior, team lead, or supervisory role is preferred.
Experience in banking, brokerage, securities, fintech, or financial services is advantageous.
Basic knowledge of stocks, equities, trading, or financial markets is advantageous.
Strong escalation-handling, problem-solving, and decision-making skills are required.
Strong coaching and mentoring ability is required.
A good understanding of customer service key performance indicators, service-level agreements, and service quality is required.
Fluency in English and Mandarin is required; Bahasa Melayu is an added advantage.
Willingness to work rotating shifts, including nights, weekends, and public holidays, is required.
Candidates with less experience may be considered for the Customer Service Executive role.
Responsibilities
Act as the first escalation point for complex, sensitive, or high-priority customer issues.
Provide real-time coaching, guidance, and support to Customer Service Officers.
Monitor shift performance and ensure service-level agreement, key performance indicator, and service-quality targets are achieved.
Support workload allocation and ensure adequate coverage throughout the shift.
Ensure adherence to standard operating procedures, escalation procedures, and service standards.
Assist with onboarding, coaching, and quality monitoring of new and existing agents.
Identify recurring customer or operational issues and escalate them to the Team Manager.
Provide effective shift handover and highlight outstanding cases, escalations, and operational issues.
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 Senior Customer Service Executive (Shift Lead) plays a critical role in ensuring smooth and effective Customer Service operations throughout their assigned shift. You will serve as the first escalation point for complex or sensitive customer issues, provide real-time guidance and support to Customer Service Executives, and act as the primary point of contact for the Team Manager when they are off-duty. As part of a 24/7 Customer Service team, you must be comfortable working on a rotating shift basis, including night shifts, weekends and public holidays.
Key Responsibilities
Act as the first escalation point for complex, sensitive or high-priority customer issues.
Provide real-time coaching, guidance and support to Customer Service Officers.
Monitor shift performance and ensure SLA, KPI and service-quality targets are achieved.
Support workload allocation and ensure adequate coverage throughout the shift.
Ensure adherence to SOPs, escalation procedures and service standards.
Assist with onboarding, coaching and quality monitoring of new and existing agents.
Identify recurring customer or operational issues and escalate them to the Team Manager.
Provide effective shift handover and highlight outstanding cases, escalations and operational issues.
Requirements
Minimum 2-3 years of Customer Service / Customer Support experience, preferably in a contact-centre environment.
At least 1 year in a senior, team lead or supervisory role preferred.
Experience in banking, brokerage, securities, fintech or financial services is an advantage.
Basic knowledge of stocks, equities, trading or financial markets will be an advantage.
Strong escalation-handling, problem-solving and decision-making skills.
Strong coaching and mentoring ability.
Good understanding of CS KPIs, SLAs and service quality.
Fluent in English and Mandarin; Bahasa Melayu is an added advantage.
Willing to work rotating shifts, including nights, weekends and public holidays.
Candidates with less experience will be considered as Customer Service Executive