Customer Service Experience Team Lead (Permanent Role) US Market

Customer Service Experience Team Lead (Permanent Role) US Market - Fully Work from Home

Kuala Lumpur, Malaysia

Basic Salary: RM 4,100

Shift Allowance + WFH Allowance Provided

Responsibilities

• Lead and manage a customer service team to achieve KPIs and service targets
• Monitor team performance and provide coaching and guidance
• Handle customer escalations and support issue resolution
• Conduct team meetings and performance reviews
• Work closely with internal departments to improve service quality
• Support process improvement initiatives and daily operations
• Ensure compliance with company policies and service standards

Requirements

• 4–5 years of customer service or call centre experience
• Prior experience leading or supervising a team
• Strong communication and leadership skills
• Experience handling escalations and customer complaints
• Able to work in a fast-paced environment
• Knowledge of Salesforce or reporting tools is an advantage
• Willing to work rotational shifts

Benefits

• Permanent role
• Shift allowance provided
• WFH allowance provided
• Career growth opportunities
• Opportunities for promotion
• Professional development
• Work from home