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Open nowPosted 41 days ago

Senior Customer Service Executive (Shift Lead)

Longbridge Group53 open roles

Where
Malaysia - Kuala Lumpur, Malaysia
Work mode
On site
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Your applicationOpen nowSenior Customer Service Executive (Shift Lead)Longbridge Group · Malaysia - Kuala Lumpur, Malaysia

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Longbridge Group's own form.

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. Longbridge Group postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 41 days ago

Longbridge Group median: 1 days open

The posting

Job description

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.
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