1M Technology Global Hiring! Full Time Customer Service Operations Executive (Digital Platform) in Johor - Ricebowl

About you

• Based in, or able to work in, Johor Bahru, with the right to work in Malaysia.
• 3–5 years in Customer Service Operations, QA, or workforce and rostering support, including at least 2 years on a digital platform (fintech, payments, e-commerce, SaaS or app-based service).
• Operations scope beyond handling tickets: you have owned reports, rosters, QA scoring or escalations, and have led, coached or covered for a small team or shift.
• Able to work on-site rostered shifts, including 12-hour day and night shifts that change each month, weekends and public holidays.
• Strong spreadsheet skills (forecasts, rosters, trend analysis) and ticketing platform experience (Zendesk, Freshdesk, Salesforce or similar).
• Strong attention to detail, follow-through and discretion with confidential data; comfortable in a fast-paced, multi-department environment.
• Mandarin (essential): able to communicate effectively in spoken Mandarin.
• English (required): good working proficiency, written and spoken.

Good to have: Korean reading ability; QA calibration or WFM and rostering tools; BI/SQL/Sheets automation; KYC/AML familiarity; comfort with AI and automation tools.

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

About the role

You will run the day-to-day operations behind our Customer Service team: rosters and coverage, quality scoring, KPI and SLA monitoring, escalation tracking, reporting, SOPs and onboarding. You will work with the CS Backline Supervisor and the CS Business Unit Lead, and with Risk, Fraud, Payments, Product and Compliance. You will also help improve CS workflows through AI and automation.

This is an operations role with real ownership, not a frontline ticket-handling role. It suits someone who has worked on a digital platform and is comfortable with both people and data.

Shift pattern: On-site rostered 12-hour day and night shifts that change each month. Two rest days follow each month’s cycle to adjust between day and night shifts.

Key responsibilities

• Run the weekly workforce plan: forecast contacts by hour, language and channel, build rosters from the four-crew rotation and apply approved leave.
• Check coverage before publishing rosters (certified agents every hour, a named Duty Leader). Publish 7+ days ahead.
• Track attendance and adherence, and maintain the absence cover chain.
• Measure quality: score conversations and tickets on the QA scorecard, run reviewer calibration and pass findings to supervisors for coaching.
• Monitor live KPIs (volumes, response times, backlog, AHT, CSAT, SLA) and the 15-minute clock on priority cases; flag breaches early.
• Keep records: shift handover, escalation logs, training and certification records.
• Produce daily, weekly and monthly reports and dashboards; spot trends and recommend headcount when staffing triggers are hit.
• Support onboarding, training and certification tracking, including supervised first shifts.
• Coordinate with Risk, Fraud, Payments, Product, Marketing and Compliance.
• Maintain SOPs and the knowledge base; review CS workflows for AI and automation (chatbot support, ticket categorisation, automated routing).