AHARETAIL SOLUTIONS SDN BHD Hiring! Full Time Customer Support Team Lead in Federal Territory, Earn up to MYR 4,000 - Ricebowl

About the Role

We are looking for a hands-on Customer Support Team Lead to support the growth of AhaPay.

This role is mainly responsible for communicating and reporting to HQ, setting up clear SOPs and workflows, managing and guiding customer support agents, arranging agent schedules, and handling special or escalated customer cases. The successful candidate should be structured, hands-on, and comfortable working in a growing support team where

processes are still being built.

Key Responsibilities

• Act as the main CS contact point for HQ and provide regular updates on support operations, ticket backlog, SLA, CSAT, recurring issues, escalation trends, and improvement actions.
• Coordinate with HQ on support policies, process changes, product updates, reporting requirements, and service standards.
• Create, update, and maintain customer support SOPs, workflows, FAQs, macros, internal instructions, escalation guidelines, and knowledge base materials.
• Identify recurring customer issues, process gaps, and product pain points, then translate them into SOP or workflow improvements.
• Manage, guide, and coach customer support agents in daily operations, including case handling, customer communication, escalation handling, and adherence to SOPs.
• Arrange agent work schedules, shift coverage, rest days, and handover planning to ensure sufficient support coverage.
• Monitor ticket backlog, First Reply Time, SLA, CSAT, agent productivity, and support quality.
• Ensure First Reply Time SLA is maintained within 4 business hours and support the achievement of CSAT target of 80% or above.
• Handle special, complex, or escalated customer cases that require higher-level review.
• Work closely with operations, product, risk, finance, and HQ teams to resolve customer issues effectively.
• Support AI bot monitoring by identifying incorrect answers, missing flows, outdated information, and improvement areas.
• Handle customer tickets directly when required, especially during peak periods, backlog situations, agent absence, or urgent customer cases.
• Ensure all customer interactions and case updates are properly recorded in Zendesk or other internal systems.

Requirements

• Minimum SPM, Diploma, or Certificate in Business Administration, Communications, Customer Service, or related fields.
• At least 2 years of experience in customer service, call centre, fintech, banking, digital product support, or related fields.
• Prior experience as a senior agent, shift lead, QA support, trainer, SOP owner, or team lead is an advantage.
• Strong communication skills in Bahasa Malaysia and English.
• Comfortable communicating with HQ or regional teams and providing clear operational updates.
• Able to create clear SOPs, workflows, FAQs, macros, process guides, and support documentation.
• Able to manage, guide, coach, and support customer support agents.
• Able to arrange agent schedules, shift coverage, and handover planning.
• Able to handle escalated or sensitive customer cases professionally and calmly.
• Experience with Zendesk, CRM, ticketing tools, or helpdesk systems is preferred.
• Able to work with SLA, CSAT, backlog, productivity, and service quality metrics.
• Strong ownership mindset and able to follow through without constant supervision.
• Comfortable working in a growing support team where processes are still being built.

Preferred Qualities

Experience in fintech, BNPL, lending, banking, payments, or e-commerce support.

Strong process thinking and ability to turn recurring issues into clear SOPs.

Good problem-solving skills and attention to detail.

Patient, structured, and able to guide junior agents.

Comfortable working with cross-functional teams.

Pay: RM4,000.00 per month

Work Location: In person