Requirements

Must have

• Senior-level experience (typically 5+ years) supervising or leading a Customer Service team on a digital platform.
• Strong experience handling escalated and complex cases, ideally including payment and wallet queries.
• Cross-functional diplomacy with firm boundaries: you work well with other departments and keep every escalation clear.
• Familiar with digital platforms, payment wallets and AI tools.
• Fluent English and Chinese, spoken and written.
• Based in or able to work in Johor Bahru, on-site, on 12-hour rotating day and night shifts, including weekends and public holidays.

Good to have

• QA and calibration experience.
• Rostering or workforce planning experience.
• Ticketing platform experience (Zendesk, Freshdesk, Salesforce or similar) and reporting skills.
• Experience running drills or incident exercises with other departments.

Description

Location: Johor Bahru, Malaysia · On-site · Full-time · 12-hour rotating day and night shifts

The CS Shift Supervisor runs the backline: the senior officers, the digital wallet and payment specialists and the QA staff. You take the escalated and complex case load and own the working lines between Customer Service and the Risk, Payments, Marketing and Product teams.

This is a senior, hands-on leadership role on a digital platform. You need cross-functional diplomacy with firm boundaries: you build good working relationships with other departments while keeping every escalation clear, documented and on time. You cover the other Supervisor when they are away.

What You Will Do

• Lead the backline day to day: the senior officers, the digital wallet and payment specialists and the QA staff.
• Own the escalated and complex case load, and make sure each case is resolved correctly and on time.
• Own the working lines with Risk, Payments, Marketing and Product, and keep their response times within the agreed service levels.
• Oversee QA with the QA staff: scoring, calibration sessions and follow-up coaching.
• Oversee the shift roster with the QA staff, so every shift is covered by the right people.
• Run cross-functional drills to prove that the escalation routes work under pressure.
• Coach and develop the seniors and specialists, and hold the team to a high standard of accuracy.
• Cover the other Supervisor during absences.
• Keep clear records of escalations, handovers and decisions.
• Spot recurring issues and report them to the respective teams.

Your KPIs: escalation resolution time; cross-functional response rates against agreed service levels; QA calibration discipline.

Career path: grow into Operations Lead or Business Unit Lead roles.