Customer Service Supervisor

RiDiK (a Subsidiary of CLPS. Nasdaq : CLPS)Kuala Lumpur, Kuala Lumpur, Malaysia

1 day ago

Job description

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Customer Service Supervisor (Enterprise Support)

Company : CLPS Global | RiDiK Pte Ltd

Schedule : Permanent shift assigned after training.

Available shifts :

US : 10 : 00 PM – 7 : 00 AM (Hybrid if designated to night shift)

Skills : Leadership & coaching, Queue / ticket management (Zendesk), Data analysis (Looker / Excel / SQL), Stakeholder management, Communication, Problem‑solving, Quality assurance, Process optimization

Job Summary

We’re looking for a Customer Service Supervisor to lead a small enterprise support pod in Kuala Lumpur. You’ll mentor 2–4 customer support agents, drive operational excellence across queues, and serve as the escalation point for complex, time‑sensitive enterprise cases. If you thrive in a high‑growth, data‑driven environment and enjoy coaching teams to hit ambitious KPIs, we’d love to hear from you.

Key Responsibilities

Lead, coach, and develop a team of 2–4 support agents to meet / exceed KPIs (SLA, CSAT, time‑to‑resolution, and quality).

Run regular 1 : 1s, performance reviews, and coaching sessions; reinforce product / process mastery and service standards.

Act as escalation owner for high‑priority enterprise issues; ensure swift, accurate, and empathetic resolutions.

Audit and optimize workflows, SOPs, and decision frameworks; champion continuous improvement.

Manage capacity, scheduling, and coverage planning in partnership with support leadership.

Analyze queue / performance data (e.g., Zendesk Explore / Looker) to identify root causes and drive corrective actions.

Ensure consistent application of global policies, compliance requirements, and QA standards.

Translate customer insights into recommendations for product, documentation, and process improvements.

Support onboarding / knowledge transfer for new hires and new product launches or policy changes.

Qualifications

10+ years total experience in high‑volume Customer / Technical Support or Customer Operations, including 3+ years as a Team Lead / Supervisor .

Proven success managing enterprise customer cases in a global context.

Strong analytical mindset; able to use KPIs / OKRs and reporting tools to drive performance and process improvements.

Excellent English communication skills (written and verbal); able to clarify complex financial / technical topics.

Comfortable in fast‑paced, high‑growth, and sometimes ambiguous environments with a builder’s mindset.

Preferred

Background in FinTech, Banking, FX, or broader Finance (strongly preferred).

Zendesk proficiency; familiarity with BI / analytics tools (Looker / SQL).

Experience designing / improving QA and training programs for remote or outsourced teams.

About CLPS RiDiK

RiDiK is a global technology solutions provider and a subsidiary of CLPS Incorporation (NASDAQ : CLPS), delivering cutting‑edge end‑to‑end services across banking, wealth management, and e‑commerce. With deep expertise in AI, cloud, big data, and blockchain, we support clients across Asia, North America, and the Middle East in driving digital transformation and achieving sustainable growth. Operating from regional hubs in 10 countries and backed by a global delivery network, we combine local insight with technical excellence to deliver real, measurable impact. Join RiDiK and be part of an innovative, fast‑growing team shaping the future of technology across industries.

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Customer Service • Kuala Lumpur, Kuala Lumpur, Malaysia